Bristol-based recruitment specialist Rosemont is celebrating after exceeding its sector’s ‘excellent’ rating in an international benchmark for customer service.
Rosemont uses Net Promoter Score – one of the most popular customer service metrics used by organisations worldwide – to benchmark itself against the best recruitment firms.
Its latest score has come in at more than 75% – significantly better than the ‘excellent’ Net Promoter Score for its industry, which is set at 50.
Net Promoter Score figures are calculated quarterly via customer feedback and gauge loyalty and satisfaction. The system was established in 2003 by Harvard professor Fred Reichheld and is commonly used by corporates worldwide.
Rosemont managing director Craig Davidge, who set up the business in 2012, said he was thrilled at the firm’s rating.
“It’s not a scoring system that smaller companies tend to use but, as a people business, customer service is key, which is why we introduced it as a regular measure of how we are performing.
“Nearly 70% of our business now comes from repeat customers and has increased year on year. There are always improvements to be made but this puts us in a great position to continue our growth.”
Aztec West-based Rosemont specialises in construction, architecture and consulting engineering. It has doubled in size over the past year as its client portfolio grows.
Pictured: Craig Davidge, centre, flanked by Rosemont head of client services Mark Hooper and Andy Cooper, associate – consulting engineering practice
