Omega Resource Group is dedicated to the continued improvement of the service and support we provide to our customers. We believe in putting customer service at the heart of our organisation and strive to towards every interaction being positive and rewarding.
Omega Resource Group measures customer satisfaction through it’s customer feedback program which proactively gathers information provided by our customers. Our progressive business principles ensure we are constantly changing and evolving every part of our business and in turn everything that we deliver to our customers.
Candidate and customer feedback
We actively ask for feedback across all areas of our organisation, ranging from a candidate registration interview, through to gathering feedback from a hiring manager on the candidates placed and service received.
What do we do with the feedback?
Every piece of customer feedback we receive is reviewed by a Customer Relationship Manager and is collated into a report that our Executive and Management Board use to drive improvements across our business.
Omega respects each other at all levels, from our clients to our candidates and is open and transparent with our feedback. To be able to benchmark our feedback with other organisations Omega uses an industry standard loyalty metric called Net Promoter Score.
Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer. The provider can be a company, employer or any other entity. The provider is the entity that is asking the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey.
How Is The Net Promoter Score (NPS) Calculated?
The Net Promoter Score is calculated based on responses to a single question: How likely is it that you would recommend Omega to a friend or colleague? The scoring for this answer is most often based on a 0 to 10 scale.
Our progressive business principles ensure we are constantly changing and evolving every part of our business
Those who respond with a score of 9 to 10 are called Promoters, and are considered likely to exhibit value-creating behaviors, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers.
Responses of 7 and 8 are labeled Passives, and their behavior falls between Promoters and Detractors.
Those who respond with a score of 0 to 6 are labeled Detractors, and they are believed to be less likely to exhibit the value-creating behaviors.
The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters.
To put our score in context Inavero reported an average score NPS score of 9% from clients and 21% from placed candidates using a sample focus on staffing providers in the U.S and Canada in 2017.
For every valid feedback form completed Omega will donate £5 to the 20 charities they are supporting in 2018.
We value your feedback, to aid in the continuous improvement of the services that you receive from us.
Figures correct as of 1st April 2018.