iMultiply, the finance and executive search specialists with bases in Edinburgh, Glasgow and Belfast, has posted a 44% increase in turnover and record year-end profits.
Clients include DC Thomson, Innis and Gunn, Visit Scotland, Money Dashboard and Edinburgh Airport, with a projected expansion in staff numbers of more than a third.
iMultiply not only reward its consultants based on customer satisfaction, but this year also appointed a dedicated Head of Customer Relations, who operates independently from consultants, to gather accurate and useful feedback from customers, which is used to drive improvement in service.
Kirsty MacKenzie, Chief Executive of iMultiply, said:
“The recruitment sector gets a bad rap and our service can be perceived as transactional and rushed with little interest in the long-term, for either candidates’ careers or employers’ plans for growth.
“When quantity is king and performance rewards are based on KPIs that are about hitting targets rather than finding the best fit for everyone, then customers can feel like products, not people.
“Not only have iMultiply shown that focusing on and learning from customer experience works, but it’s also profitable to do so. We are happy to lead: but it will benefit everyone if the rest of the sector are brave enough to follow.”
In addition to monitoring and measuring their own customer service, the agency can also provide employers with detailed feedback from candidates they interview, giving clients the opportunity and information to allow them to reflect and improve on their own processes.