Checkr’s Increasing NPS and Our Commitment to Building an Exceptional Customer Experience
CHECKR RANKS ABOVE AVERAGE IN CUSTOMER SATISFACTION, AND OUR NPS HAS INCREASED YEAR OVER YEAR. LEARN THE TOP 6 REASONS CUSTOMERS LOVE OUR PLATFORM.
The numbers are in, and Checkr’s Net Promoter Score (NPS) is still above the industry average year over year—and growing. An NPS can be a valuable tool for gathering customer feedback to evaluate and improve a company's performance. It's considered a key metric for measuring customer satisfaction and is used by well-known corporations like Zoom, Intuit, and Salesforce.
An NPS is determined by asking customers one survey question: "How likely are you to recommend our company to a friend or colleague?" Customers give a rating between 0 (very unlikely) and 10 (highly likely). Their responses are then grouped into the following categories.
- 9-10: Promoters, loyal customers who avidly recommend your business to others
- 7-8: Passives, who are happy with your service but might easily be convinced to switch to a competitor
- 6-0: Detractors, indifferent or dissatisfied customers who could hurt your reputation with negative word-of-mouth
You then calculate the NPS by taking the difference between the percentage of Promoters and the percentage of Detractors among the respondents. For example, if 20% of the respondents are Detractors and 50% are Promoters, your NPS would be 30 (50-20).
Theoretically, your NPS has the potential to be 100 if all of your participants are Promoters. However, in practice, NPS numbers tend to be significantly lower. For instance, the average NPS for the retail industry was 28 in 2023.
Our highest NPS ever—and the many ways we measure customer satisfaction
Checkr’s NPS is 55, representing a +7 increase from just a year ago. The B2B technology industry average is 36, and we’re proud that our score is well above this average. Our most recent NPS is based on a survey of 8,603 customers.
The NPS is just one method Checkr uses to evaluate our customers’ satisfaction. In addition to surveying Checkr users (our customers—employers and volunteer organizations), we also ask job candidates who use Checkr to rate their satisfaction with our platform. This helps us deliver the highest quality candidate experience, which we believe is also reflected in our customer experience scores.
Finally, we monitor user satisfaction through other channels, such as third-party review sites Capterra and G2. These sites gather detailed reviews from verified users, providing valuable insight into what HR professionals like about our platform and their suggestions for improvement. In fact, Checkr achieved G2 “Leader” status for the fourth year in a row and recently garnered new recognition in several key areas..
Checkr uses customer satisfaction data to guide our product development and customer support investments. Recent updates we’ve made based on customer input include:
- Releasing a new adjudication product, Assess Standard, that helps your team work smarter and faster—reducing manual reviews by up to 70%.
- Improvements to our highly-rated customer service options, including multilingual live chat support for customers and candidates.
- Hiring solutions that help you build a seamless HR experience, like Checkr Pay, and I-9 verification.
- Enhancements to the Dashboard, including streamlined ordering; the option to archive reports; bulk invitations to help scale your business; and a new adverse action pause feature.
- Refreshed candidate communications and Checkr Chatbot, which can now securely provide your candidates with information specific to their background check reports.
- Further investment in our partnership and integration networks to reduce friction in the candidate experience.
We’ve got plenty of feedback-inspired updates set for 2024, including new products (like identity verification), more post-hire recheck options, enhancements to our global market offerings, industry-inspired screening packages, and more. Plus, next year we will continue to expand our partnership network and enhance offerings that help you implement streamlined HR processes, like onboarding and payroll.
Top 6 reasons customers love Checkr
We’re proud that 92% of customers say Checkr is as good as or better than other vendors they’ve used. What benefits can you expect when using Checkr for background screenings? Take it from our customers: Here are the top 6 reasons customers in our recent NPS survey like Checkr.
- Fast and efficient: Customers appreciate the quick turnaround times and efficiency of the Checkr system. Checkr’s proprietary machine learning technology can sort, classify, and filter data in a fraction of the time of manual background check systems.
- Ease of use: Customers find the Checkr platform easy to navigate, user-friendly, and appreciate its seamless integration with their existing systems.
- Quality of customer service: Checkr's customer service has been hailed as quick, attentive, and supportive. Our FCRA-trained support team provides expert assistance via email and live chat. We also provide live support for your candidates, freeing up your time to focus on hiring.
- Integrations: Pre-built integrations with popular ATS, HRIS, and onboarding systems—including Planning Center, Gusto, Greenhouse, and JazzHR—streamline hiring workflows and reduce manual tasks or redundancies.
- Detailed and accurate reports: Checkr’s advanced technology and real-time data network searches millions of records to build accurate reports. Our built-in compliance tools help you focus on records that are relevant to your hiring decision, reducing risk, bias, and human error.
- Price: Checkr offers affordable pricing for businesses of all sizes. We also provide price transparency so you always know how much your screenings will cost—including add-on checks and passthrough fees, so there are no surprises.
Dedicated to an outstanding customer—and candidate—experience
When customers are choosing a background check provider, their top three priorities are speed, accuracy, and ease of use—all areas where Checkr ranks high for customer satisfaction. No matter the size of your organization, Checkr makes it easy to scale your hiring. Our easy-to-use dashboard makes your hiring process more efficient, while our modern technology reduces bias and human error to expand your talent pool and enable fair chance hiring.
Get started with Checkr today.
Disclaimer
The resources and information provided here are for educational and informational purposes only and do not constitute legal advice. Always consult your own counsel for up-to-date legal advice and guidance related to your practices, needs, and compliance with applicable laws.