inavero priority welcome-webinar slides september 2015 (1)
TRANSCRIPT
© Copyright 2014 Inavero, Inc. All Rights Reserved. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
Welcome Webinar Next Steps & What to Expect
Presented by :
Lauren Petersen | Sr. Account Manager Ryen Salo | Account Manager
Satisfaction Surveys Made Simple
Your Best of Staffing team
Lauren
Anna Tracy Bridget Courtney
Ryen Cris
The Best of Staffing® Competition
• North America’s only award recognizing exceptional client and placed talent satisfaction
• Leverages third party validated survey responses
• Winners featured on BestofStaffing.com
• BestofStaffing.com central online hub to search for agency by location and industry
The Best of Staffing Program
1. At least one internal champion from Sr. Leadership Team 2. Appoint one person internally to own program tactically 3. Focus on response rate 4. Have a follow-up plan in mind
Getting the push you need at the start
Best Practices
Prepare your team for the best roll out possible
1. Partnering with Inavero 2. Sample 3-Question survey 3. Sample email invitation
4. Dates survey will be sent
5. Competition Rules
Internal Staff Communication
Best Practices
Prepare your team for the best roll out possible
Best Practice* The ‘Resources’ section located on Inavero.com provides you with templates and other resources you need for a successful survey launch.
Let your clients and/or talent know a survey is heading their way
Best Practices
Prepare your team for the best roll out possible
Disclosure Note
In order to produce real, honest, actionable feedback from your clients and/or talent, Inavero asks that you do not make reference to the Best of Staffing Competition or mention that your survey feedback wi l l be used as par t o f a competition. You are welcome to disclose further details of the competition with your internal team members, but please use your own discretion as to whom you involve because it can impact the integrity of your results if the focus becomes more about the competition than the feedback.
How it Works
The Best of Staffing® Competition
0 1 2 3 4 5 6 7 8 9 10Not at all likely Extremely likely
NPS = % of PROMOTERS - % of DETRACTORS
How likely are you to recommend XYZ Staffing to a friend or colleague?
-100 100
9% 25% 55% 72%
Net Promoter® Score (NPS)
Collect your contacts
Who to survey
Talent To be eligible for the award, each participating agency must provide Inavero a list of 100% of the talent who were placed on assignment during three (3) or more consecutive months between May and September of 2015. Plus, each participating agency must receive at least a 20% response rate and at least 15 responses per brand OR a minimum of 250 responses per brand.
Client To be eligible for the award, each participating agency must provide Inavero a list of 100% of the clients who were billed for services during three (3) or more consecutive months between May and September of 2015. Plus, each participating agency must receive at least a 20% response rate and at least 15 responses per brand OR a minimum of 250 responses per brand.
Include required fields
• brand • branch • contact_type • contact_fname • contact_email • email_signature_name • critical_response_to
Upload your contact lists
Login to my.inavero.com
Upload your contact lists
Upload your contact lists
*Make sure you save your contact list as a .csv
Upload your contact lists
Upload your contact lists
Upload your contact lists
Upload your contact lists
Upload your contact lists
The data you provide personalizes your message
We send your survey Your logo here
Gather responses, testimonials & shout outs
You receive reports and updates on the feedback
You receive reports and updates on the feedback
You receive reports and updates on the feedback
Best Practice* Have a plan to follow up with detractors before the survey is sent. Your account manager will provide a resource with scripts and tips for this step.
Manage Issue Resolutions
Best Practice* Download the MyIssues guide from the resource section of Inavero.com and have a plan in place before your survey sends.
You receive reports and updates on the feedback
Best Practice* Download and correct bounced emails. New for 2016- Easy to update + resend!
Manage your user settings
• Key contacts default to receive an email notification when you receive a detractor response
• User email settings are different than your critical response emails
Manage your user settings
Resources over the next two weeks
• Inavero.com Resource section • Your Account Manager • Weekly updates on response
rate and NPS
We validate your data to determine if you’ve earned the 2016 Best of Staffing Award.
20% response rate AND 15 responses OR 250 total responses per brand
We Award Staffing Firms That Provide the Best Service
2015 Results
Staffing Industry Average
2015 Winner Average
2015 Winner Benchmark
Staffing Industry Average
2015 Winner Average
2015 Winner Benchmark
50% 50%
-3%
24%
63% 67%
What do the Winner’s Get? Basic Premium Plus Enterprise
Best of Staffing Award Logo ✓
✓
✓
Best of Staffing Marketing Guide • Social media tools • Press release template
✓
✓
✓
BestofStaffing.com Directory, Profile Page
✓
✓
✓
BestofStaffing.com Direcotry, Branch Location Search
All Registered Locations
All Registered Locations
All Registered Locations
All Registered Locations
BestofStaffing.com Directory, Sector Search
1 Sector 1 Sector 3 Sectors Unlimited Sectors
✓
Competition Rules
§ Regardless of intent, do not take survey on behalf of your clients or talent.
§ Regardless of intent, do not survey internal employees.
§ Regardless of intent, never tell your clients and talent your survey is to qualify you for a competition.
§ Regardless of intent, do not remove any clients or talent from your list.
§ Regardless of intent, do not use the award logo without permission.
§ Regardless of intent, surveys may not be completed on a computer that is owned or under the control of your company.
What is new for the 2016 competition?
Key Date Changes
Client and Talent surveys send at the same time:
Week of 10/5
2016 Best of Staffing Award winners announced February 4th, 2016
www.bestofstaffing.com updated with 2016 winners and winners
announced publically: February 18th, 2016
Updated profile pages
40
[Brand Name]
Star Rating
Company Contact Information + Link to Your Website
Award History
Testimonials
Industry
NOTE: Best of Staffing 2016 Site Mockup to be released Feb 2016
Not just Best of Staffing winners!
Key Dates to Remember
Contact lists due September 18
Client survey sends the week of October 05
Talent survey sends the week of October 05
2016 Best of Staffing Award winners announced and BestofStaffing .com updated
February 18th, 2016
Questions?
Ryen Salo Account Manager (503) 542-3340
Lauren Petersen Sr. Account Manager
(503) 542-3346 [email protected]