In order to succeed, consistent client satisfaction is a long-term differentiator. While many firms rely on standard metrics like fill rates or time-to-hire, one powerful tool often goes underutilized: the Net Promoter Score (NPS).

NPS is a pulse check on the health of your relationships and a predictive indicator of growth, loyalty, and reputation. When applied strategically, it can truly transform the trajectory of your organization.

What Is Net Promoter Score?

Net Promoter Score is a simple yet powerful customer satisfaction metric that measures how likely your clients are to recommend your services to others. It’s calculated by asking one key question:

“On a scale from 0 to 10, how likely are you to recommend our services to a friend or colleague?”

Respondents are then grouped into:

• Promoters (9-10): Loyal enthusiasts who will keep buying and refer others.
• Passives (7-8): Satisfied but unenthusiastic clients vulnerable to competitive offerings.
• Detractors (0-6): Unhappy clients who can damage your reputation through negative word of mouth.

The score is calculated by subtracting the percentage of detractors from the percentage of promoters.

Why NPS Matters for Workforce Solutions

In staffing and workforce management, where outcomes are often service-based and experience-driven, reputation is everything. NPS provides a real-time window into how clients feel about your partnership. It helps identify whether you’re solving their workforce needs effectively, communicating clearly, and delivering consistent value.

Here’s why it matters:

• Client Retention: A high net promoter score correlates strongly with long-term client retention. Happy clients stay with you.
• Growth Through Referrals: Promoters actively refer others, helping you grow without spending more on marketing.
• Early Warning System: A sudden drop in NPS can be pivotal in helping you to catch issues early, and you’ll have a chance to fix them before contracts are lost.

From Good to Great: Turning NPS into Action

Tracking NPS is just the beginning. What sets high-performing firms apart is how they act on the insights and feedback. 

Here are key strategies to go from good to great using NPS:

1. Close the Loop with Detractors

If someone rates you a 6 or below, follow up. Not with a defensive tone, but with open curiosity. What went wrong? What can be improved? You might uncover a training gap, communication breakdown, or process hiccup that, once addressed, improves service across the board.

2. Leverage Promoters

Clients who love you are your best marketers. Ask them for testimonials, case studies, or referrals. Better yet, involve them in client advisory boards or beta testing programs. They’ll feel even more invested in your success.

3. Track Trends Over Time

Don’t just look at your NPS quarterly or annually. Break it down by service line, geography, or client type. A 75 NPS in healthcare staffing may mask a 40 in industrial placements. Granular data leads to more targeted improvement.

4. Share Results Internally

Use NPS feedback to celebrate wins and coach for improvement. Sharing real client quotes, good or bad, puts client experience front and center for your team. Plus, a high NPS score can improve morale in the workplace, showing your employees the results of their hard work.

5. Set NPS Goals Alongside Operational Metrics

Many organizations track fulfillment rates, time-to-fill, and cost-per-hire. Add NPS to that mix. If you’re achieving operational excellence but clients still aren’t satisfied, you can begin to identify what other sorts of improvements can be made.

ATHENA’s Perspective

At ATHENA, we believe great partnerships are built on listening. 

The best firms turn client feedback into a strategic asset. With NPS, you can move beyond transactional success and build the kind of long-term relationships that fuel sustainable growth.

We are proud of our consistent positive rating with NPS as a real-time feedback tool to continue to strengthen our client relationships.