Learn how this Best of HR Services winner uses client feedback to validate its service model and monitor its CX during phases of growth This case study shows how Simploy leverages ClearlyRated’s surveys to enhance their services, maintain stellar customer experience, and boost their client communications all while achieving a world-class Net Promoter® Score (NPS). Below we share their journey to outperform the industry standards and nail customer satisfaction. As a two-time winner of ClearyRated’s Best of HR Services award, Simploy’s leaders promote their mission to enrich the lives of those they serve. “We do that by customizing our approach to each client, tailoring our services to fit their needs rather than forcing them to fit into a cookie cutter service model,” says Carson King, CEO at the all-inclusive HR services provider. Learn how Simploy uses ClearlyRated to validate its service model and its offerings while maintaining great customer service during a stage of dynamic growth. Challenge In its 25-year journey, Simploy has confirmed the effectiveness of their all-inclusive model for best serving clients. Now, while pursuing ambitious growth objectives, maintaining exceptional service remains a key priority. “We needed a channel for objective feedback from our clients. Other than occasional day-to-day conversations, we didn’t have a way to gather that,” explains Chassie Smith, Simploy’s COO. “We only heard when someone was unhappy — even then, we didn’t always get a chance to understand why or to make things right.” Simploy leaders also wanted the ability to track customer sentiment more regularly, staying on top of their customer experience (CX). Solution While at a peer group focused on how to create good experiences for both customers and employees, Chassie heard about ClearlyRated from someone who was already successfully using the survey program. “It sounded like a great way to proactively reach out to our customers for candid, honest feedback,” she says. Now nothing sits and festers, and leaders get the bonus of sharing positive shout outs internally. “ClearlyRated’s platform is simple to use. Even though I was new to Simploy when we implemented ClearlyRated, and in the middle of learning everything, the whole process went smoothly.” Mason Howerton, Systems Manager, Simploy Results After running the ClearlyRated survey in 2021, Simploy got a 54.8% NPS, beating the industry average of 46% and earning a Best of HR Services award. In 2022, Simploy earned a 77.8% NPS. But they’re still not satisfied. Chassie explains that, while Simploy is happy to see such great improvement after just one year, they’re still aiming for a 90% NPS — and they’re on their way. Simploy’s most recent ClearlyRated survey in 2023 saw them earn an NPS of 85.3%, more than 39 points higher than the industry average. Outcomes Beyond raising their NPS, the Simploy team says they’ve received several other benefits from their survey program. Service Model Validation With an all-inclusive service model built to mold around each client, Simploy now has a clear channel to ensure they’re meeting needs. “That’s especially important because some clients forget that everything is included. They might not need something at first, but later on when they do, they don’t remember that they can just add that on, free of charge,” Chassie says. “They have expert partners surrounding them. They’re never alone, and they love having a dedicated touch point — ClearlyRated’s survey has validated that for us.” Positive Internal Morale “The shout outs we get through ClearlyRated are so motivating for our internal staff,” Chassie says. The team not only shares the shout-outs in real time via email, but also prints each one, posting them for all to see in the break room where shout-outs remain on the wall all year. “It’s helpful to us as leaders that when we share survey feedback highlighting areas that we can improve upon, we also get to share positive shout-outs.” Improved Client Communication The survey feedback proved so valuable that Simploy sought out more ways to enable regular and even real-time communication channels. Now every employee’s email signature includes a link clients can use to share day-to-day comments. “We’ve also begun scheduling quarterly touchpoints, when each client meets with a different HR specialist,” Chassie says. “This way we proactively educate our clients, ensuring that we continue to meet their needs as they evolve.” The Chance to Make Things Right Following each survey, Simploy’s team identifies “Passives” and asks each one how they can improve their service. Once they identify whether there are issues, both sides agree on a corrective plan. “We’ve been very successful at enhancing our relationships with those accounts,” Chassie says. “More often than not, it comes down to a lack of knowledge on the client’s side — we offer something they need, but they didn’t realize it.” She points out that, without keeping current clients happy and fostering long-term relationships, Simploy will have a much harder time reaching its aggressive growth goals. Social Proof that Boosts Marketing Efforts Last, but not least, Simploy includes its “Best of” award badges in all its employees’ signatures and shares testimonials on social media. “If our marketing lead needs a client quote, the first place she goes is our ClearlyRated survey. We’re building quite a good testimonial library thanks to our survey program.” Congratulations to Simploy on delivering quality service that beats HR Services industry NPS benchmarks.
