1. © Copyright 2018 Inavero, Inc. All Rights Reserved. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
Staffing Advantage Report
Key Trends and Opportunities for Staffing Firms
Kyle Braun
President, Staffing & Recruiting Group
CareerBuilder
Eric Gregg
CEO & Founder
Inavero

2. 2
2008 2018
Don’t get into strangers’ cars.
Don’t meet people from the internet.
Literally summon strangers from the
internet to get into their car.
Invite someone you’ve never met to
live in one of your rooms.
Only trust the advice of strangers.
Don’t let someone you don’t know into your
house.
Don’t trust the advice of strangers.
“I reactivated in spring 2011, filled out all the forms,
etc. 9 months later, not one peep. I know, you're
probably thinking "Yeah but maybe you are a weak
candidate." Maybe, but I did well with them in the
past, have lots of experience, willing to do any job,
etc. etc.”
How much has changed in a decade

3. 3
Why reliable data will never go out of style

4. 4
Industry reports available to the staffing industry
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4
2
5
https://resources.careerbuilder.com/guides
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5. 5

6. 6
Inside the mind of the job candidate
46%
are stressed about
their job search
46%
are depressed about their
job prospects
55%
are dissatisfied with their
current employment situation
54%
believe they will be at a different
company within the year

7. 7
Net Promoter® methodology
How likely are you to recommend
our firm to a friend or colleague?
0 1 2 3 4 5 6 7 8 9 10
Extremely likelyNot at all likely
PROMOTERS
PASSIVES
DETRACTORS
Net
Promoter
Score
%
Promoters
%
Detractors
"Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc.,
Fred Reichheld and Satmetrix Systems, Inc."

8. 8
Satisfaction of placed talent holds steady, for now
21%
-25%
0%
25%
50%
75%
2010 2011 2012 2013 2014 2015 2016 2017
NPS of Placed Talent Since 2010
World Class
Minimum
Detractors (0-6)
24%
INCREASED
How has your satisfaction changed in past year?
DECREASED 37% 12%
Promoters (9-10)
45%

9. 9
But let’s talk about what happens pre-placement
35%
35%
33%
29%
9%
6%
No attempt to engage
Regular emails
Regular phone calls
Filled out paperwork
before first day of work
Regular text messages
Had me come by the
office
How Staffing Firms Engage With
Talent Prior To Start Date
2x
as likely to report lower
engagement level with
company prior to starting.

10. 10
A manual process is a barrier to many firms
Candidate Pain Points
1. Not knowing if resume is being
looked at (20%)
2. No response to calls or emails (19%)
3. Not knowing where they are at in
the process (18%)
84%
79%
77%
75%
65%
16%
21%
23%
25%
35%
Pre-start
communication(s)
with new hire
Offer letter and
acceptance
Drug testing
Pre-hire
employment
paperwork
Background
checking
Staffing Employees - Automation at Steps in the
Onboarding Process
Partially or Completely Manual Completely automated

11. 11
0%
20%
40%
60%
80%
48 hours or less 3-5 days 1-2 weeks more than 2 weeks
Permanent Position Temporary Position
Delay background check timing at your own risk
74%
of job candidates keep applying
to positions while waiting for
background check results.
% 'Very Likely' To Take Position If Background Check Takes:

12. 12
0%
20%
40%
60%
48 hours or less 3-5 days 1-2 weeks more than 2 weeks
Permanent Position Temporary Position
Delay background check timing at your own risk
% With ‘Negative Perception’ If Background Check Takes:
74%
of job candidates keep applying
to positions while waiting for
background check results.

13. 13
0%
25%
50%
Instant completion 1 day 2-3 days 4-7 days 1-2 weeks Longer
than 2 weeks
Staffing Employees - Average Time to Receive Results from Background Check
More time
=
more stress
for candidates
More stress
=
Fewer placements
for staffing firms
Delay background check timing at your own risk

14. 14

15. 15
Why ‘tortoise and hare’ approach doesn’t work

16. 16
Aim investments at top pain points in the field
Slow
Systems
32%
Outdated
Candidate Data
25%
No Mobile
App
23%

17. 17
Lessons from the field with Kyle Braun

18. 18

19. 19
Denial isn’t a strategy when it comes to online
staffing and the gig economy

20. 20
There is an opportunity to expand our industry’s
view of employment
Would Consider a
Temporary Assignment
38% 57% 53%
Would Consider
Freelancing
Would Consider
Moonlighting

21. 21
It’s time for us to look for ways to expand the pie
Permanent
employment
Temporary
employment

22. 22

23. 23
The customer has never had more power

24. 24
TRUSTIS THE BRIDGE BETWEEN
CONSIDERATION AND SELECTION
CONSIDERED CHOSEN

25. 25
In staffing, we’re all from the “show me” state

26. 26
Trust is at a historically low level
SOURCE: Gallup Organization

27. 27
Reputation underwrites the staffing firm selection process
68%
50%
36%
32%
17%
12%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Referral
Online
Past experiences
Reputation of firm
Sales rep
Marketing/Advertising
RESOURCES CLIENTS USE TO FIND STAFFING FIRMS
SOURCE: 2017 Staffing Advantage Report (CareerBuilder + Inavero)

28. 28
But, the referral is only the start of the journey
88%
of clients take at least
one additional step to vet
a potential staffing firm
partner after receiving a
referral
12%
16%
24%
24%
38%
41%
43%
53%
0% 10% 20% 30% 40% 50% 60%
No additional research
Look for the firm on social media
Reach out to sales rep
Ask others in personal network
Search for firm online
Read online reviews of the firm
Visit the staffing firm's website
Ask others in professional network
Other Steps Taken When Clients Receive Referral
SOURCE: 2017 Staffing Advantage Report (CareerBuilder + Inavero)

29. 29
Not all buyer journeys look the same
Referral Rhonda
ASK
ASK
OTHERS
SEARCH
ONLINE
Google Gary
GENERAL SEARCH
SPECIFIC
SEARCH
CONFIRM
WITH PEERS
Past Experience Patty
PAST EXPERIENCE
ASK
OTHERS
SEARCH
ONLINE

30. 30
The buyer journey is likely to involve online
% Online
Half of clients spend
20% or more of their
time vetting firms
online.
Growth
Millennials go online
twice as often as
older clients when
vetting a firm.
Reviews
1 in 4 prospective
clients read online
reviews as part of
their vetting process.

31. 31
Client satisfaction increased slightly in 2017
9%
-25%
0%
25%
50%
75%
2010 2011 2012 2013 2014 2015 2016 2017
Client NPS Since 2010
World Class
Minimum Promoters (9-10)
32%
Detractors (0-6)
23%
INCREASED
How has your service changed in past year?
DECREASED 15% 21%

32. 32
5 Hard-Earned Service Lessons
1. Quality is table stakes. It doesn’t build
loyalty or drive advocacy.
2. Perception is reality. Create value, but
get credit.
3. There is rarely a thing as too much
communication.
4. Expertise never goes out of style.
5. Care more than your competitors.

33. 33
Service winners care more, and it shows
Cares Cares Doesn’t
Care

34. 34
When things go wrong, speed matters

35. 35
It’s not just your people, your process matters too

36. 36
Lessons from the field with Kyle Braun

37. 37

38. 38
90%
…of staffing firms say they differentiate
based on providing better service
You aren’t alone trying to differentiate on service

39. 39
Our industry’s reputation precedes us

40. 40
When it comes to reputation, we’re all neighbors

41. 41
The reputation disconnect for staffing firms
% of staffing employees
who think their firm’s
reviews are ‘very
accurate’ on….
15%
25%
27%
79%
of staffing firms
believe it’s important
to have a strong
online reputation.
80%
of staffing firms
believe their online
ratings/reviews are
not ‘very accurate.’

42. 42
Online resources are more persuasive than your
salespeople are.
42
5 Years From Now5 Years Ago10 Years Ago

43. 43
You will never be the most persuasive cheerleader
9%Trusted
“A huge part of our success at Delta was
putting service first. Inavero’s program
helped us manage service, improve it,
and ultimately gave us the credibility to
prove we were better than the
competition.”
Jeff Bowling
Former CEO & Founder
The Delta Companies
57%Trusted

44. 44
Would you buy this oven?
Rated “Best Buy”
by Consumer
Reports
Achieved score of 72.
Competitors ranged
from 48 to 80.

45. 45
What about now?

46. 46
Or now?

47. 47
Fair isn’t part of the equation for online reputation

48. 48
% of clients selected… % of candidates
selected…15% 16%
30% 32%
55% 52%
Quality + quantity matter when judging reputation

49. 49
5 lessons for building your online reputation
1. Earn it. There are no
shortcuts.
2. Identify raving fans and help
them tell their story.
3. Go slow. Any quick solution
won’t last.
4. Ask. People will help, but not
if you don’t ask.
5. Be active. Proactive AND
reactive.

50. 50
Lessons from the field with Kyle Braun

51. 51
Parting thought: use technology to humanize
INFORMATION
CONNECTION

52. © Copyright 2018 Inavero and CareerBuilder, Inc. All Rights Reserved.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
52
Kyle Braun
President, Staffing & Recruiting Group
CareerBuilder
Kyle.Braun@careerbuilder.com
Eric Gregg
CEO & Founder
Inavero
egregg@inavero.com
QUESTIONS?