Eastridge Achieves Customer Satisfaction 2X Industry Average
A Journey of Transformation in Customer Experience
After recently conducting a third-party survey, Eastridge is proud to announce that we have achieved an impressive 76 Net Promoter Score (NPS), placing us alongside renowned brands known for their exceptional customer loyalty and service like Starbucks (77), USAA (75), Ritz-Carlton (77), Netflix (70), and Airbnb (74). This achievement is particularly remarkable given the staffing industry's average NPS of 36, highlighting Eastridge’s commitment to setting a high standard for client success and satisfaction.
This impressive score reflects our commitment to excellence, as evidenced by the fact that 96% of our clients said they are very likely to recommend Eastridge to a friend or colleague. Additionally, over 90% of our clients rated our communication and responsiveness as always excellent. These figures underscore the success of our strategic initiatives and the dedication of our teams to provide outstanding service.
Our journey to a 76 NPS score was further guided by insights gained from a comprehensive survey of clients and industry leaders. The survey revealed that quality, service, and expertise are paramount in the staffing industry. Acting on this knowledge, Eastridge has focused on delivering these critical elements consistently, driving significant improvements in our NPS and overall client satisfaction.
The NPS Journey: A Four-Year Success Story
Eastridge's remarkable improvement in NPS showcases our unwavering commitment to excellence and ability to innovate. Our journey began in 2021 when our score, while respectable, indicated untapped potential. With our sights set on industry leadership, we recognized that merely meeting expectations wasn't aligned with our commitment to exceptional service. Embracing this opportunity for growth, we embarked on an ambitious plan to elevate our customer service focus, determined to not just meet but exceed the dynamic needs of our valued clients in the competitive staffing market.
By 2022, our efforts began to bear fruit, with our NPS climbing to 63. This marked the beginning of a significant transformation driven by innovative programs and teams dedicated to enhancing customer experiences.
Building a Customer Success Management Team
At the heart of Eastridge’s NPS success is the establishment of our Client Success Team. Understanding that customer satisfaction is not a one-time event but an ongoing journey, we assembled a team of experts dedicated to ensuring that every client interaction is positive and productive.
The Client Success Team focuses on building strong relationships with clients, actively listening to their needs, and proactively addressing opportunities. This team acts as a bridge between our clients and our internal operations, ensuring that our services seamlessly align with client expectations.
Creating a Strategic Accounts Team
In addition to the Client Success Team, Eastridge established a Strategic Accounts Division to provide specialized attention to clients who have unique needs including onsite staffing management and multi-site solutions. This team is tasked with providing client relationship management, configuring tailored solutions, performance monitoring and market intelligence to our clients.
The Strategic Accounts Team has played a pivotal role in driving mutual success. This focus on strategic partnerships has not only improved client satisfaction but also contributed to our impressive NPS and geographic growth.
Harnessing Technology: The Power of Talient
While exceptional customer service is a cornerstone of Eastridge’s success, technology has been a critical enabler in our journey. Our proprietary platform, Talient, has delivered a more efficient and effective service delivery platform.
Talient’s ongoing enhancements have streamlined our operations, allowing us to respond swiftly to client needs and deliver staffing solutions with precision. The platform’s advanced analytics and reporting capabilities have empowered our teams to make data-driven decisions, further enhancing our ability to serve clients effectively.
Fostering a Culture of Continuous Improvement
Eastridge’s NPS journey is not solely about implementing programs and technology; it’s also about cultivating a culture of continuous improvement. Our teams are encouraged to innovate, learn from experiences, and seek opportunities for growth. This culture of adaptability and learning has been instrumental in our ability to consistently exceed client expectations.
The Impact on Client Success
The impact of Eastridge’s transformation is evident not only in our NPS scores but also in the success stories of our clients. By focusing on customer success, strategic partnerships, and advancements in technology, we have helped our clients achieve their staffing goals and drive their businesses forward.
Clients have reported increased efficiency, improved quality, and enhanced workforce management as a result of our collaboration. These success stories serve as a testament to the value of Eastridge’s comprehensive approach to staffing solutions.
Looking Ahead: Sustaining Momentum
As we celebrate our remarkable NPS achievements, Eastridge remains committed to sustaining this momentum. Our journey is far from over, and we continue to explore new ways to elevate customer experiences and drive client success.
The future holds exciting possibilities for Eastridge as we leverage our strong foundation, innovative mindset, and dedication to excellence. By remaining agile we are poised to continue our upward trajectory and solidify our position as a leader in the staffing industry.
Conclusion
Eastridge’s impressive NPS growth, which more than doubled from 2021 2024, is a testament to our commitment to delivering exceptional customer experiences. Through the establishment of dedicated teams, the continuous enhancement of our Talient platform, and a culture of continuous improvement, we have transformed our approach to client satisfaction.
As we move forward, Eastridge remains dedicated to partnering with our clients, understanding their unique needs, and providing innovative solutions that drive success. Our journey is a testament to the power of strategic initiatives, technology, and a customer-centric mindset in achieving remarkable results in the staffing industry.