Hirer happy with first results
Peace taking lead with feedback ‘scorecard’
Chris Peace: important to get this feedback (photo by Terry Murden)
A recruitment agency is taking an industry lead by publishing the first results of a pioneering ‘scorecard’ on its staff’s performance.
Peace Recruitment offers every candidate and every client the opportunity to rate how well the Edinburgh-based firm’s consultants service their needs.
Immediately following a consultation and at other key intervals throughout the process candidates and clients submit their scores directly from their smartphone and the results are instantly live on Peace Recruitment’s website. There is no intervention by the firm in the process.
The system has gone live and the first results are now in. Managing director Chris Peace is delighted that they show an average score out of 10 of 8.9 for candidates and 8.8 for clients.
Mr Peace created the Rate My Recruiter software with a web developer as an industry “differentiator” and says it has helped build relationships with clients and candidates.
When asked why he developed this technology, he said:”It is about giving control back to the customer, allowing them to make an informed decision about which agency they can trust with this important task.”
He follows up any low scores with a personal phone call to gain further understanding on where we have not matched the expectations of our customer.
“As we have grown it has become important to get this feedback, as it ensures my finger is always on the pulse,” said Mr Peace. “It’s the glue that holds the process together, and the response has been really encouraging.”
The Rate My Recruiter software has been shortlisted for Best Application of Technology at the Institute of Customer Service Awards at the Hilton Hotel, Park Lane, London, on 6 March.
Mr Peace is delighted that the firm, which he launched in his bedroom in 2009 to serve the construction and property sectors, has been shortlisted against some of the industry’s biggest players from across multiple sectors.
“It’s a David and Goliath situation,” said Mr Peace, who is currently building his 18 staff to 30 after moving to new premises.
“We may be the little guys but we are also showing what can be achieved by a small, independent consultancy, it’s a great achievement for us to even be a finalist.”