Rosen Group Customer Service Study

At the Rosen Group, we continually strive to improve our services. To understand our clients' opinions in detail, we contracted with a marketing firm to execute a client survey on our behalf. The client survey was conducted to determine clients' needs regarding a placement firm, if the Rosen Group was meeting those needs, as well as what can be done to better serve them.

Study Objective
The Rosen Group's mission is to help our clients attract and retain the kind of talent it takes to succeed in today's dynamic business environment, where a strong human resources function is key. So that we may provide the best services possible, we need to know what our clients think of us. We intend on taking the results from this survey and implementing plans and processes to improve our ability to exceed our clients' expectations.

Study Details
More than 50 percent of the clients contacted participated in the survey. There were a total of nine questions - six required a comment, or qualitative response, three required a quantitative response to measure the Rosen Group's performance.

The survey found that the single most important attribute when choosing a placement firm is the delivery of quality candidates. Other important attributes include understanding the needs of the organization and a fast response time. Less important was HR expertise, past record of accomplishment, support of long-term contracts, cost, reputation of the firm and communication.

Clients said that the challenges they consider their top priorities are staffing and employee retention. Other challenges, though not as great, are compensation issues, off-loading some of their work, finding quality candidates, and budget management.

Some of those surveyed believe that in order for the Rosen Group to enhance the value of their services, they need to improve communication with clients and provide follow up to review the performance of contractors.

Surveyed clients said that cost is fairly important in their decision to use services from companies like the Rosen Group. They also feel regular communication with updated on staffing issues is important.

On average, those who were surveyed think the Rosen Group could improve communication with clients, and they also believe the Rosen Group compares fairly well to other temporary or permanent placement firms they have worked with now or in the past.

Summary of Findings
In general, people are very happy with their experience using the Rosen Group's services. They appreciate the firm's specialty in HR positions and recognize the Rosen Group as the leader in the HR placement space.

The survey also included some open-ended questions to allow some suggestions from the participants. There were themes among the survey participants' recommendations for improving the Rosen Group customer experience.

The suggestions primarily fell into three categories:

• Spend more time trying to better understand the hiring requirements - upfront.
• Improve your internal processes.
• Communicate and follow-up with your clients on the performance of placed candidates.

Conclusion
The Rosen Group plans to use these findings to improve the level of service provided to clients. We will gain a deeper understanding of the client's requirements upfront, set up a system which enables clients to easily request new contractors, and create a process that includes personal follow up with all clients on a regular schedule after a contractor has been placed.