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Sweden – Index reveals client satisfaction with staffing companies

12 June 2013

The Swedish Quality Index has reported its staffing company satisfaction survey results for 2013, revealing a slight downward trend with client satisfaction, but a largely unchanged picture year-on-year.

The majority of the staffing companies are clustered together with satisfaction scores ranging from 68 to 71, reflecting an average score across the industry of 68.9. Below this range, Poolia’s satisfaction score of 65.6 is, nevertheless an improvement on the previous year and, in fact, the company has the biggest recorded increase across the board. ManpowerGroup recorded one of the biggest falls in customer satisfaction.

The highest rated staffing company was Academic Work, climbing from second place the year before, but it lost out to some competitors in factors such as service, value for money, and loyalty. No single company outperformed the others: Proffice was recorded as the most affordable, but StudentConsulting was considered best value for money.

Clients criticised that staffing companies failed to provide appropriate staff with the right qualifications, also failing to meet the job and person specification. The index shows that over 25% of customers had made complaints within the past 12 months.

85% of respondents reported using staffing companies in addition to an internal recruitment process, with 70% using staffing companies during peak times. Most of the customers felt that using staffing companies made them more structurally flexible, but few customers reported administration cost savings and some felt that productivity was unaffected. 


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