Advanced Resource Managers

The Challenge

Advanced Resource Managers (ARM) is a rapidly-expanding STEM recruitment business that serves science and technology-based industries across Europe, and places more than 2,500 highly-skilled candidates every year.

Honesty and trust form part of ARMs core values and they put great emphasis on delivering exceptional candidate experiences that rely primarily on human interaction and a real understanding of their clients and candidates. With scepticism surrounding recruitment agencies continuing to grow, ARM needed a way of transparently collecting and showcasing candidate feedback to help them prove the quality of their service and ultimately win more business.

"Feefo has shown us and everyone else that we are experts in our market. It suits us perfectly because we strive to be open and honest and it really helps us deliver a better service. Reviews are definitely persuasive, which is why we direct candidates to them. Feefo has helped raise the bar in customer experience. It was scary to start with, but we are now seeing the full results."

Leon Howgill, Managing Director, ARM

The Solution

It was clear to ARM that a credible customer experience and feedback platform was needed, with Feefo’s invite only model chosen as the most trustworthy, effective and versatile solution.

ARM was especially attracted to the transparency of Feefo in which no reviews can be hidden – good or bad!

Implementation of Feefo was straightforward and trouble-free. They have seamlessly integrated review carousels on key sector web pages of the ARM website, while a widget deploys live Feefo ratings into the email signatures of everyone in the business. Ratings and reviews are also used as the basis of social media campaigns, especially on LinkedIn, promoting the expertise and effectiveness of teams and individual consultants.

ARM uses Feefo to request feedback from candidates at key touchpoints in the recruitment process, notably straight after an interview and after they have accepted a job.

In the three years since implementation, ARM has collected more than 1,380 reviews, which it uses to better understand the candidate experience; with a dedicated customer service team contacting any candidate who posts a review rating of fewer than three stars so they can learn more about the source of dissatisfaction.

In addition, ARM uses Feefo’s Performance Profiling tool to help them quickly analyse their review content; rapidly revealing trends, both positive and negative.

The Results

The results have been spectacular. Feefo has helped ARM stand out from the competition in Google, improve web conversion rates and business development.

This year ARM won the Feefo Platinum Trusted Service award in recognition of three continuous years of achieving an average star rating from candidates of 4.5 or higher.

In an industry where negative attitudes are common, this consistent success is outstanding and has given ARM a huge advantage in bidding for new business. Feefo review ratings are used in support of bids and proposals, helping to increase the win rate to more than 60% – higher than the industry average.

The consistently high Feefo ratings convince potential candidates and clients that ARM is a company dedicated to excellence. Pages on the ARM website that have Feefo ratings visible achieve conversion rates three times higher than those that do not. The
appearance of Feefo stars in Google searches has also resulted in a 100% increase in click-through-rates.

Performance Profiling meanwhile, provides insights into subtle shifts in sentiment among candidates. As a result of customer feedback, ARM has moved to a flexible working model, giving candidates better service, while providing an extra benefit for staff.

Tagged under: Case Studies