How we manage feedback - February 2022

Feedback - February 2022

Capturing and using customer feedback is often helpful for adjusting our processes and services. When clients and candidates are happy and feel they have had a positive experience, they often come back, and they are more likely to refer others too. As a testament to our ability to deliver successful placements, more than two-thirds of our clients are repeat customers.

How we ask for feedback

We capture customer feedback in the form of satisfaction surveys which are sent to all candidates based on the stage of the application process they reached.

We also use post assignment audits which are completed by an external independent party with the client, placed candidate and an unplaced candidate to give a more in-depth assessment and an overall score out of 10.

How we use feedback

We hold quarterly team meetings during which we discuss feedback results from recent surveys and audits. We identify our strengths and any areas for improvement. Recent actions based on feedback we have received include providing a Longlisted candidate overview sheet for clients within the Longlist report that is sent and updating information on our established network of professional researchers, each of whom is a specialist in their industry sector or functional area.

How are we doing?

In the last quarter (Oct - Dec 21 and including January 22), we completed five post assignment audits. Of those clients and candidates surveyed, 40% gave us 8, 20% gave us 9 and 40% gave us 10 out of 10.

Candidate feedback captured from surveys for recently completed assignments highlight the excellent services TGA continue to provide to both clients and candidates. We appreciate good service, and we go out of our way to meet the needs of our clients and candidates. We try to develop a personal relationship with every person or organisation that we encounter.