Most Russian workers have turned to staffing agencies for help with their job search at least once. However, a third of these candidates were dissatisfied with the interaction, according to a study by UNITY. Complaints typically focus on a lack of feedback after interviews, receiving unsuitable job offers, or receiving none at all. The market acknowledges these issues, prompting some recruiters to specialize in specific candidate niches while others seek to diversify their business models entirely.

At LavoroSolutions, we regularly conduct NPS (Net Promoter Score) surveys among our candidates to measure their satisfaction with our services. “By gathering prompt feedback from candidates, we can act on their input and maintain regular communication, thereby raising their satisfaction levels,” explains Ekaterina Kalianidi, Director of Recruitment and RPO. The company’s research confirms that the primary reason for candidate dissatisfaction is not receiving feedback from consultants regarding the status of their application.

Nevertheless, candidates’ attitudes towards agency staff can sometimes be inappropriate as well. A candidate’s mood can be influenced by various factors, including the political and economic climate, resulting in tension being directed at agency employees—much like it might be directed at a utility worker or a cashier. “Agency representatives can indeed face subjective feedback from candidates. It’s important to recognize that a candidate might have been in a bad mood, upset, or busy during the call,” agrees Ekaterina Kalianidi. For instance, candidates often leave negative reviews about an agency if the potential employer rejects them. “While we all understand that an agency’s role is to assist with employment, we cannot guarantee it,” the expert notes.

Source: “Kommersant,” March 28, 2024. Read the full version in the article “Job Seekers Expect Quality Service” on the publication’s website.

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