In the temp staffing industry, loyalty can make the difference between sustainable growth and constant client turnover.
Most staffing leaders assume that if clients keep booking shifts, they’re satisfied. But the truth is, repeat business doesn’t always equal loyalty. A client may keep using your agency only until a competitor proves easier to work with. NPS helps you uncover who truly values your partnership, and who may already be looking elsewhere.
Here’s how temp staffing businesses can put NPS into practice:
1. Ask the Right Question
Send a simple email or call clients with one question:
“On a scale of 0–10, how likely are you to recommend our agency to a colleague?”
This single question reveals more about loyalty than long surveys ever could.
2. Act on the Responses
- Promoters (9–10): Thank them, and ask for referrals or testimonials. Consider offering added value, such as wage trend reports or compliance updates.
- Passives (7–8): They’re satisfied but not sold. Ask them directly: “What would it take for us to earn a 9 or 10?”
- Detractors (0–6): Call them personally. Often, their frustration comes from a solvable issue like invoicing confusion, communication delays, or inconsistent worker reliability.
3. Measure, Share, Improve
Track your NPS quarterly. Share results with your team so they can see the impact of their work on client loyalty. Then, close the loop by showing clients what changes you made based on their feedback.
4. Benchmark Against the Best
In staffing, Canada’s average NPS is around 31%, while industry leaders exceed 50%. Knowing where you stand against the benchmark is powerful motivation — and a competitive advantage when pitching to clients.
Bottom line: Temp staffing businesses thrive not just by filling shifts, but by building relationships that clients trust and recommend. NPS gives you the lens to see where loyalty truly lives, and the roadmap to improve it.