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The 2012 Contractor Survey used the Net Promoter Score (NPS) method to determine satisfaction, which included a numerical rating system and two open-ended questions requesting comments and suggestions. Leaders at Apex reviewed responses to the survey and discussed opportunities to enhance our partnership with contract employees.
We are very excited about the positive feedback we received from contract employees and are pleased to note we rated significantly higher than the industry average, as based on our Net Promoter Score. Many of the responses praised the professionalism, friendliness and responsiveness of Apex internal employees. Another common theme was appreciation for the convenience of online time entry.
Although we are proud of our accomplishments, we also understand there is always room to improve. Many contract employees requested we increase the amount of communications both in-between and throughout contracts. As a result of that feedback and discussions with our branch representatives, we are implementing the following changes:
- Expanding capabilities within our Employee Service team, including providing a Contract Employee hotline to support our entire contract employee community.
- Creation of a new Contractor Support Specialist role within Apex, which will be implemented throughout 2012 to be a primary point-of-contact to assist contract employees with questions and concerns regarding the on-boarding process and payroll and benefit questions, as well as helping individuals find their next positions.
We are committed to providing exceptional service and will ask both contract employees and clients for feedback from time to time during our working relationship. We greatly appreciate the partnership with our contract employees and look forward to hearing their comments and suggestions.
Additionally, we would like to thank our contract employees for their hard work and candid feedback.