How do you measure temp worker satisfaction? A practical guide

Why measuring temp worker satisfaction matters

The labour market is tight. Temp workers have choice, and if they are dissatisfied they switch to another agency or find a permanent job. Yet most staffing agencies do not measure their candidates' satisfaction systematically. A call after placement, maybe an exit interview, but no systematic insight into how temp workers really experience the collaboration.

That is a missed opportunity. Satisfied temp workers are your best source of new candidates through word of mouth. They stay longer with clients, which increases the renewal rate. And they give you valuable feedback on your recruiters, your processes and your clients.

Randstad research shows that 68% of temp workers are willing to recommend an agency when they are actively asked for their opinion. But only 23% of agencies do this systematically. There is a huge opportunity here for agencies that do measure.

The 4 critical measurement moments for temp workers

Not every moment is equally suitable for a satisfaction survey. The key is to measure at the moments that really matter: when the experience is still fresh and you can still adjust.

1. Directly after the intake interview

The intake interview is the first real contact between the candidate and your agency. This is where expectations are set. Send a short survey (3-5 questions) within 24 hours of the interview to measure whether the candidate felt heard, whether the process was clearly explained and what their expectations are.

This moment is skipped by most agencies, but it is crucial: candidates who are already dissatisfied at intake drop out more often during placement.

• How satisfied are you with the intake interview? (1-10)
• Did you feel heard and understood by the recruiter?
• Are the next steps clearly explained?
• How likely are you to recommend our agency? (NPS 0-10)

2. After the first working week

The first working week is the most vulnerable period. Candidates discover whether the job description matches reality, how the team welcomes them and whether working conditions are what they expected. Problems not flagged here often lead to early drop-out.

Send a check-in survey on day 3 or 4. Keep it short: 3 questions maximum. If the score is low (NPS ≤ 6), send an immediate alert to the responsible recruiter.

• How is the first week going at your new client? (1-10)
• Did the job description match reality?
• Do you need extra support from your recruiter?

3. After 1 month of placement

After a month the candidate is up to speed and has a realistic picture of the role and the client. This is the moment for a slightly longer survey: how is the work atmosphere, how is the support, and is the candidate considering staying longer?

Use this moment to gauge interest in a permanent contract or other roles within the agency.

4. At end of contract

An exit survey gives valuable insights into the full collaboration. What went well? What could be better? Would the candidate want to work through your agency again? And would they recommend the agency?

Combine exit data with earlier measurements to get a complete picture of the candidate journey.

NPS as core metric for temp workers

The Net Promoter Score (NPS) is the most used KPI for customer satisfaction and works very well for temp workers. The question is simple: 'How likely are you to recommend our agency to friends or acquaintances?' (scale 0-10).

Scores 9-10 are promoters: satisfied candidates who actively recommend your agency. Scores 7-8 are passives: satisfied but not enthusiastic. Scores 0-6 are detractors: dissatisfied candidates who can damage your reputation.

The NPS formula: % promoters - % detractors = NPS. An NPS of +30 or higher is good for the staffing industry. Top agencies achieve +50 or more.

How do you automate satisfaction surveys for temp workers?

Manual surveys are time-consuming and inconsistent. The solution is automation: connect your feedback software to your ATS (applicant tracking system) and have surveys sent automatically at the right moments.

With Feedback Analytics you set the triggers once ('send 24h after intake interview', 'send on day 3 after placement') and the rest is automatic. Recruiters only receive alerts when action is needed: for a low score or a specific comment.

1. 1Connect Feedback Analytics to your ATS via the data table integration or API
2. 2Import candidate data with the relevant fields (recruiter, branch, client, start date)
3. 3Create surveys per measurement moment (intake, week 1, month 1, exit)
4. 4Set triggers based on date fields in your ATS
5. 5Configure alerts for low scores (NPS ≤ 6) to the responsible recruiter
6. 6Analyse results monthly by recruiter, branch and client

Benchmarks: how does your agency score?

Without a benchmark you do not know if you are scoring well. Here are the averages for the Dutch staffing industry:

• Average NPS temp workers: +28 (top agencies: +50+)
• Average drop-out rate first 3 months: 23%
• Average response rate feedback emails: 38-45%
• Average satisfaction score intake interview: 7.4/10
• Average satisfaction score first working week: 7.1/10

Conclusion: measuring systematically pays off

Staffing agencies that systematically measure temp worker satisfaction see measurably less drop-out, higher NPS scores and more recommendations. The investment in feedback automation pays for itself within weeks.

Start small: begin with one survey after the first working week. Analyse the results after 4 weeks and then expand to other measurement moments. Consistency is more important than perfection.