[Case Study] Cross Country Locums’ Long History of Excellence: A Best Of Awards Case Study Published by ClearlyRated - April 5, 2023 More than 13 years ago this healthcare staffing firm replaced its clunky, manual feedback process with a streamlined NPS survey program delivered by ClearlyRated. Not only has it never looked back, but it has expanded the program to a host of sister brands. Challenge Cross Country Locums cared about its talent experience (TX) and client experience (CX) but lacked an efficient way to get feedback and track its performance. Prior to engaging ClearlyRated, its teams manually sent individual evaluation forms to talent and clients after every assignment, trying to keep track of results via a spreadsheet. Despite receiving positive feedback on its service, its process for obtaining feedback was both time-consuming and error prone. Plus, it didn’t empower Cross Country to confidently share the results either internally or externally. Their two main goals: Simplify and formalize the process for surveying both talent and clients Gain the ability to analyze, use and share reliable results Solution ClearlyRated helped Cross Country Locums deploy a formal, multifaceted NPS program targeting both clients and talent. This program includes ClearlyRated’s NPS survey platform, expert guidance and ongoing maintenance. With help from ClearlyRated’s client success team, Cross Country runs monthly surveys for both audiences and takes advantage of robust reporting capabilities. “The support we’ve had from our ClearlyRated customer success manager has been wonderful. The team is very responsive when we have questions on anything from additional training for our staff to sending surveys and evaluating response times.” Samantha Holt, Direct of Talent Acquisition and Employee Success, Cross Country Outcomes Cross Country Locums has now been working with ClearlyRated for more than 13 years. After seeing the partnership’s success, all Cross Country brands (including Cross Country Medical Staffing Network, Cross Country Allied, Cross Country Healthcare among others) began working with ClearlyRated to survey talent—and all have begun using feedback to improve, often gaining valuable proof of their consistently outstanding service. “ClearlyRated has provided us with a practically real-time inside look at our talent and client feedback. Now, not only can we remedy any issues before they grow into problems but we can also promote positive experiences via social media and our blogs. We love to promote that Cross Country Locums has been awarded Best of Staffing for both talent and client satisfaction for 10+ years. These awards give our talent and clients confidence that Cross Country Locums can become their long-time trusted partner.” Samantha Holt, Direct of Talent Acquisition and Employee Success, Cross Country Cross Country’s Industry Awards Cross Country brands have achieved multiple Client Experience (CX) and Talent Experience (TX) milestones while working with ClearlyRated, earning the following awards: Cross Country Locums (original partner) 13 Best of Staffing Talent Satisfaction Awards 10-Year Diamond for Talent Satisfaction 10 Best of Staffing Client Satisfaction Awards 5-Year Diamond for Client Satisfaction Cross Country Allied 7 Best of Staffing Talent Satisfaction Awards 5-Year Diamond for Talent Satisfaction Cross Country Medical Staffing Network 5 Best of Staffing Talent Satisfaction Awards 5-Year Diamond for Talent Satisfaction Best of Staffing Client Award Cross Country Education 3 Best of Staffing Talent Satisfaction Awards Cross Country Healthcare Best of Staffing Talent Satisfaction Award 4 Best of Staffing Client Satisfaction Awards Cross Country Nurses 4 Best of Staffing Talent Satisfaction Awards Interested in achieving similar results? We would love to start the conversation! Chat with a live person now, or click here for more information.