Staffing buyers’ satisfaction with staffing firms fell sharply, while buyer use increased, according to the 2014 Opportunities in Staffing report by CareerBuilder and Inavero.

“While this year’s study identifies opportunities to improve client satisfaction, it also highlights an increase in client utilization – underscoring the heightened need for companies to have a scalable, flexible and skilled workforce that staffing firms provide,” said Eric Gilpin, president of vertical sales at CareerBuilder. “Staffing firms will continue to play a critical part in how companies expand and manage their human capital.”

For the first time, the survey found more staffing buyer detractors than promoters, resulting in all-time low client satisfaction scores. The Net Promoter Score — the measure of how likely a client or candidate is to recommend a staffing firm — dropped sharply to a new low of -3% from 8% in both 2014 and 2013. Both lead contact and day-to-day contact client scores are at their lowest levels yet: Lead contact satisfaction scores dropped for the second consecutive year and are now at a 0% NPS, and day-to-day contact satisfaction scores are also at an all-time low of -8% NPS.

Despite the decline in satisfaction, client utilization rose with 32% having hired a temporary employee through a staffing firm in the past year, an increase from 26% last year.

Unaided awareness of staffing firms fell among staffing buyers, with 64% able to name at least two staffing firm from memory, down from 70% in 2014.

For job candidates, unaided awareness of staffing firms is down significantly this year with just 56% able to name at least one staffing firm from memory compared to 66% in 2014. The average Net Promoter Score that placed candidates gave staffing firms edged up to 24% this year from 22% in 2014, but still trails the 2013 level of 33%.

Other research found workers are happier with their staffing firms.

The online survey was conducted throughout the US, UK and Canada among 3,020 staffing industry clients, 9,525 job candidates and 864 internal staffing firm employees. It was conducted between March 24 and April 19, 2015.