client survey 2014 results

Client Feedback Survey 2014

June 2014

2 Client Feedback Survey 2014

June 2014 © Paramount Recruitment Ltd 2014

Publisher

Paramount Recruitment is a leading recruitment consultancy specialising in the identification, selection and recruitment of skilled individuals for the Healthcare, Pharmaceutical and Scientific sectors across the UK and Europe. Established in January 2003, Paramount employs over twenty staff and is a member of the REC Life Sciences sector group.

Questions about this report and any other research provided by Paramount Recruitment need to be addressed to:

Market Research Department Paramount Recruitment Ltd Lonsdale House 52 Blucher Street Birmingham. B1 1QU United Kingdom [email protected]

© Paramount Recruitment Ltd 2014, All Rights Reserved

mailto:[email protected]



Methodology

A questionnaire was developed and hosted on a world-leading online survey platform. Contacts at companies who had used Paramount’s recruitment service over the previous 12 months were then sent a personal email from Managing Director Daniel Clifton with a link to the survey on 13th February 2014 and two reminders were sent over the next two weeks.

Survey respondents could choose one of 3 charities and Paramount Recruitment donated £5 to the chosen charity for each completed response.

The survey was closed on 6th March 2014 with 86 completed responses.

Results have been compared with identical surveys run in 2011 and 2012.

The completers are active recruitment, HR and functional managers within leading European Pharmaceutical, Healthcare, Research and Medical Communications organisations including:

Abbott Laboratories Baxter GE Healthcare Evotec Merck ICON Novartis Orion PMI PPD Rosemount Syngenta Sanofi Aventis UBC Worldwide Clinical Trials



QUESTIONS AND RESULTS

1. Overall Service: How would you rate the overall service provided by Paramount Recruitment? A multiple choice question with four answer options:

13% of clients rated the overall service as “Excellent”, 65% rated it as “Good”, 18% as “Adequate” and 5% “Poor”.

When compared to results from the 2011 and 2012 surveys, the rating for overall service from clients has steadily increased.

In our 2014 survey, 78% of clients rated the

Paramount Service as Good or Excellent compared to 76% in 2012 and 73% in 2011.

13% 65% 18% 5%

0% 20% 40% 60% 80% 100%

2014

Excellent Good Adequate Poor

50%

55%

60%

65%

70%

75%

80%

2011 2012 2014

Trend of Overall Service

2011 2012 2014



2. Individual Service Elements – Quality of Candidates, Speed of response, Knowledge of Staff and Communication Skills A question which asked the respondent to rate the four key elements of our service individually, so that we can see which we need to focus on improving

Communication Skills was the strongest of the individual elements with 85% of respondents rating as Good or Excellent. Quality of candidates supplied was the individual element which was rated the lowest.

When compared to results from the 2011 and 2012 surveys, the rating for Staff Knowledge has improved significantly. The rating for Candidate Quality had also improved on 2012 whilst speed of response had dropped from a very high score in 2012.

12%

29%

14%

21%

55%

52%

65%

64%

24%

15%

15%

9%

9%

4%

6%

6%

0% 20% 40% 60% 80% 100%

Quality of Candidates

Speed of Response

Knowledge of Staff

Communication skills

Excellent Good Adequate Poor

50%55%60%65%70%75%80%85%90%

Candidate Quality Speed Staff knowledge Communication

Trend of Individual Service Elelments

2011 2012 2014



3. Recommendation Respondents were asked whether they would recommend Paramount to a colleague. This was a straight yes/no question.

86% of respondents said “Yes” they would recommend Paramount to a colleague.

When compared to result from the 2012 survey, the Paramount client recommendation rate has increased significantly.

80% of respondents would recommend Paramount in 2012 and

this figure has increased to 86%

of clients that would recommend Paramount to colleagues in 2014.

86% 14%

0% 20% 40% 60% 80% 100%

2014

Client Recommendation rate Yes No

50%55%60%65%70%75%80%85%90%

2011 2012 2014

Trend of Recommendation Rate

2011 2012 2014



4. Areas for improvement Respondents were asked for areas in which they think Paramount could improve our service. The following were the areas which were mentioned the most:

• More accurate screening of candidates submitted • Better / more proactive communication • More flexible charges / rates • Single point of contact / less changes of contact

5. Important Areas Respondents were asked “What factors are most important to you when receiving services from a recruitment company?”

The top three most important factors were:

1. Accuracy/Suitability of candidates supplied 2. Knowledge / experience of consultants in your field 3. Speed of response to your vacancies

These areas will very much be the focus for our activities over the next 12 months.

Location of recruitment business

Advice / guidance on market rate for salaries

Large Number / high choice of candidates…

Information on skill supply and demand

Trust/partnership with consultant

Efficient and courteous communication

Price / scale of fees

Speed of response to your vacancies

Knowledge/experience of consultant in your…

Accuracy/Suitability of candidates supplied



6. Comments Respondents were asked to comment on the service they received – and here are a few examples of the comments made:

“Excellent job, we have got fantastic candidate who eventually turned into high performer in our team.”

“The Paramount consultants I worked with are highly committed and very friendly.”

“As a positive comment I would say you are starting to understand the kind of candidates we look for in SAS Programming. I will definitely come back to Paramount for support in this area.”

“I have worked with a number of Paramount consultants - they all seem to understand their specialisms and don’t send over inappropriate CVs.”

7. Useful Information

Our final question was not about our service but was asked to find out what information our clients would find useful. We have since undertaken a Market trends survey with candidates to find out much of the information below and this information will be published over the next few months

0% 20% 40% 60%

What is the average time to fill a role

The in-demand skills for 2014

Key recruitment challenges for companies

The most important benefits for candidates

Average candidate salary increase expectations

How do companies source their best candidates

What candidates think of your employer brand

What information would be useful?

Useful/Very useful



8. Summary Our client feedback survey has been very useful in benchmarking the improvements to our service. The key positive points are:

• An increase in overall service ratings – 78% of clients rate us as good or excellent • An increase in Staff Knowledge rating – to 78% good/excellent • An increase in the client recommendation rate to 86%

The survey has also enabled us to focus on improving our service in the following areas:

• More accuracy in the short-listing of candidates • Better / more proactive communication with clients • Faster response times • More flexibility on rates / fees • Further increases in the knowledge / specialisms of our consultants

We’d like to thank everyone who took part in the survey and we will be working with all of our consultants on the improvements listed above.

Daniel Clifton Managing Director Paramount Recruitment Ltd 0121 616 3460

client survey 2014 results

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