Key Account Manager: Jan Vanstraelen Key Insight Analysis Mystery Customer Research Program Januari|...

Key Account Manager: Jan Vanstraelen

Key Insight AnalysisMystery Customer Research Program

Januari| 2013

02. Executive Summary

03. District evaluation

04. Office evaluation

05. Office evalation per district

06. Detailed analysis district

07. Detailed analysis offices

08. Conclusions

CONTENT

01. Program background and objectives

01. Objectives

02. Methodology

03. Scope

04. Scenario

PROGRAM BACKGROUND

PROGRAM BACKGROUND | Objectives

The Bizz Book was developed by Unique about 2,5 years ago to guarantee continuity across all offices belonging to the Unique group.

In 2010, BARE International has conducted mystery customer research to investigate • The position of Unique in the marketplace at that time • How the content of the Bizz Book was used in day-to-day interactions with candidates

The Bizz Book has since then become an integral part of the Unique employee training, but Unique has the impression that employees are using it in their own way.Therefore Unique has started organizing trainings to reinforce the correct use of the Bizz Book.

In order to identify • in what aspects of the candidate experience Unique has grown and • which aspects could be improved,

a new wave of mystery visits has been organized to 41 Unique offices in Belgium.

PROGRAM BACKGROUND | Methodology

The research form was based on the questionnaire developed for the previous study and built around the following aspects of the Unique candidate experience:

Entry: Is the candidate contacted by the Unique office within a reasonable time from the online registration? In which way is the candidate contacted?

Phone pre-interview: Which information is provided and asked during the first phone conversation? Is every application assessed in a correct way? Is an appointment suggested for an interview at the office?

Interview at the office: How is the candidate welcomed? Does the candidate receive information on Unique and its way of working? Is the candidates asked about his/her wishes and experience? Are the candidate’s capabilities tested? Are vacancies/employers presented?

Reference check: Are the references checked? Which information is asked? Is this conversation used as a commercial opportunity?

PROGRAM BACKGROUND | Scope

41 Unique offices in Belgium were evaluated once between October and December 2012.

Mystery shoppers had to use one of the following focus profiles:• Administrative Assistant• Customer Service Agent• Management Assistant• Receptionist

After a screening of the CV’s, mystery shoppers were selected to perform the evaluations.

Despite a thorough CV check, the mystery shopper was not invited by the following offices for an in-depth interview:

• Charleroi Office • Charleroi Technicum• Genk • Wavre• Merksem • Kortrijk Office• Herentals • Hasselt• Braine l’Alleud • Namur

PROGRAM BACKGROUND | Scenario

Mystery shoppers were requested to perform the following steps of the candidate experience:

• Online registration:The mystery shopper registers on www.unique.be and specifies the Unique office that he/she would like to have contact with.

• Phone pre-interview:After having received the CV, the consultant contacts the mystery shopper to explain the application procedure and ask some specific questions to determine whether the candidate should be invited for an interview at the office.

• Interview at the officeThe mystery shopper visits the Unique office at the agreed time. The consultant will conduct an in-depth interview to better understand the candidate’s capabilities and wishes. The consultant may ask the candidate to perform some tests. Actual vacancies can be presented and discussed. If asked for credentials, the candidate will provide this.

http://www.unique.be/

CONTENT







08. Conclusions


EXECUTIVE SUMMARY| Overall scores

EXECUTIVE SUMMARY| Overall scores

First insights:

• The Bizz Book had a positive impact on the pre-interview and the candidate experience at the office

• There is a decrease in score compared to 2010 for contacting candidates who registered online

• There is much room for improvement regarding the reference check

Average Score Entry Pre-interview Interview at the office Reference check0

10

20

30

40

50

60

70

80

90

100

47.74

41.4344.95

42.3345.24

35.12

57.1251.71

5.54

2010 2012

CONTENT







08. Conclusions and recommendations


12

DISTRICT EVALUATION| Average section scores per district

Overall(Max 83)

Entry(Max 5)

Phone pre-interview(Max 29)

Interview at the office(Max 34)

Reference check(Max 11)

Unique 45,24 35,12 57,12 51,71 5,54

D1 44,78 37,78 50,22 53,11 11,00

D2 39,80 20,00 55,70 42,40 1,80

D4 37,86 46,67 56,33 49,33 0,00

D5 57,73 50,91 62,91 70,45 10,00

D7 38,50 12,00 60,60 29,40 0,00

13

DISTRICT EVALUATION| Overall scores

D1

D2

D4

D5

D7

Unique

22%

40%

33%

0%

60%

27%

56%

40%

50%

64%

40%

51%

22%

20%

17%

36%

0%

22%

Score distribution overall0-39 40-59 60-100

44.78

39.80

42.33

57.73

33.00

45.24

Average Score

14

DISTRICT EVALUATION| Entry scores

D1

D2

D4

D5

D7

Unique

56%

80%

50%

45%

80%

61%

11%

0%

17%

9%

20%

10%

33%

20%

33%

45%

0%

29%

Score distribution entry0-40 40-60 60-100

37.78

20.00

46.67

50.91

12.00

35.12

Average Score

15

DISTRICT EVALUATION| Pre-interview scores

D1

D2

D4

D5

D7

Unique

11%

20%

17%

0%

0%

10%

56%

30%

33%

36%

40%

39%

33%

50%

50%

64%

60%

51%

Score distribution pre-Interview0-40 40-60 60-100

50.22

55.70

56.33

62.91

60.60

57.12

Average Score

16

DISTRICT EVALUATION| Interview at the office scores

D1

D2

D4

D5

D7

Unique

11%

40%

33%

0%

60%

24%

44%

20%

0%

9%

0%

17%

44%

40%

67%

91%

40%

59%

Score distribution interview at the office0-40 40-60 60-100

53.11

42.40

49.33

70.45

29.40

51.71

Average Score

17

DISTRICT EVALUATION| Reference check scores

11.00

1.80

0.00

10.00

0.00

5.54

Average Score

D1

D2

D4

D5

D7

Unique

89%

100%

100%

82%

100%

93%

11%

0%

0%

18%

0%

7%

0%

0%

0%

0%

0%

0%

Score distribution reference check0-40 40-60 60-100

18

DISTRICT EVALUATION| Average section scores per districtOverall

Entry

Phone pre-interview

Interview at the office 0.00

50.00

100.00

D1D2D4D5D7Unique

CONTENT









20

Office evaluation| Top 10 and bottom 10 overall evaluation score

Unique Tournai (FR)

Unique Asse (NL)

Unique Mons (FR)

Unique Sint-Niklaas (NL)

Unique Aalst (NL)

Unique Antwerpen Office (NL)

Unique Brussel Office Arts/Kunst (FR)

Unique Geel (NL)

Unique Torhout (NL)

Unique Brussel Office Max (NL)

59

61

62

62

64

64

65

65

65

69

Top scoring offices

Unique Kortrijk Office (NL)

Unique Herentals (NL)

Unique Charleroi Office (FR)

Unique Braine l Alleud (FR)

Unique Genk (NL)

Unique Charleroi Technicum

Unique Merksem (NL)

Unique Hasselt Office (NL)

Unique Wavre (FR)

Unique Namur (FR)

1

3

9

11

12

15

17

25

27

27

Bottom scoring offices

21

Office evaluation| Top 10 and bottom 10 entry score

Unique Vilvoorde (NL)

Unique Mechelen (NL)


Unique Menen (NL)

Unique Brussel/Bruxelles Call Team (NL)


Unique Asse (NL)

Unique Aalst (NL)

Unique Brugge (NL)

Unique Mons (FR)

80

80

80

80

100

100

100

100

100

100

Top scoring offices

Unique Jette (NL)

Unique Ieper (NL)

Unique Wavre (FR)

Unique Waregem (NL)

Unique Anderlecht Office (FR)


Unique Leuven (NL)

Unique Genk (NL)

Unique Liege (FR)

Unique Halle (NL)

0

0

0

0

0

0

0

0

0

0


22

Office evaluation| Top 10 and bottom 10 pre-interview score

Unique Halle (NL)

Unique Tournai (FR)

Unique Heist o/d berg (NL)

Unique Peruwelz (FR)



Unique Oudenaarde (NL)

Unique Geel (NL)


Unique Marche (FR)

71

71

71

72

72

72

72

74

76

76

Top scoring offices




Unique Genk (NL)

Unique Leuven (NL)

Unique Menen (NL)



Unique Mortsel (NL)

Unique La Louviere (FR)

0

11

30

36

41

45

47

48

48

50


23

Office evaluation| Top 10 and bottom 10 interview score


Unique Tournai (FR)


Unique Turnhout (NL)

Unique Torhout (NL)

Unique Mons (FR)


Unique Asse (NL)


Unique Geel (NL)

75

76

77

77

77

77

79

79

81

85

Top scoring offices


Unique Genk (NL)




Unique Namur (FR)



Unique Merksem (NL)

Unique Wavre (FR)

0

0

0

0

0

0

0

0

0

12


24

Office evaluation| Top 10 and bottom 10 reference check score

Unique Waregem (NL)

Unique Tournai (FR)

Unique Gent Office (NL)


Unique Mortsel (NL)


Unique Ieper (NL)

Unique Torhout (NL)

Unique Leuven (NL)


0

0

0

0

18

18

36

45

55

55

Top scoring offices

Unique Jette (NL)




Unique Asse (NL)

Unique Wavre (FR)

Unique Leuven Call Team (NL)

Unique Brugge (NL)

Unique Liege (FR)


0

0

0

0

0

0

0

0

0

0


25

Office evaluation| Top 5 and bottom 5 movers compared to 2010



Unique Merksem (NL)


Unique Wavre (FR)

1

11

17

3

27

57

60

62

45

60

Highest decrease in score compared to 2010

2010 2012

Unique Tournai (FR)

Unique Asse (NL)

Unique Torhout (NL)


Unique Aalst (NL)

59

61

65

57

64

29

21

24

14

5

Highest increase in score compared to 2010

CONTENT









27

Office evaluation per district| D1

Overall Entry Phone pre-interview Interview at the office Reference check

Unique 45,24 35,12 57,12 51,71 5,54

D1 44,78 37,78 50,22 53,11 11,00

Unique Brugge (NL) 54 100 61 65 0

Unique Gent Office (NL) 42 0 59 53 0

Unique Ieper (NL) 49 0 63 47 36

Unique Kortrijk Office (NL) 1 20 0 0 0

Unique Menen (NL) 39 80 45 44 0

Unique Oudenaarde (NL) 43 0 72 44 0

Unique Sint-Niklaas (NL) 62 80 48 79 18

Unique Torhout (NL) 65 60 52 77 45

Unique Waregem (NL) 48 0 52 69 0

28


53.3333333333333

80

0

60

100

100

60

80

0

0

37.7777777777778

100

0

0

20

80

0

80

60

0

Entry

44.4444444444444

57

43

57

43

43

14

71

43

29

50.2222222222222

61

59

63

0

45

72

48

52

52

Phone pre-interview

34.6666666666667

47

29

65

47

41

18

35

6

24

53.1111111111111

65

53

47

0

44

44

79

77

69

Interview at the office

D1

Unique Brugge (NL)

Unique Gent Office (NL)

Unique Ieper (NL)


Unique Menen (NL)

Unique Oudenaarde (NL)


Unique Torhout (NL)

Unique Waregem (NL)

45.8888888888889

60

36

62

57

55

33

55

24

31

44.7777777777778

54

42

49

1

39

43

62

65

48

Overall evaluation

Overall 2012 Overall 2010

29



Unique 45,24 35,12 57,12 51,71 5,54

D2 39,8 20 55,7 42,4 1,8Unique Antwerpen Office

(NL) 64 100 68 77 0

Unique Geel (NL) 65 0 74 85 0

Unique Genk (NL) 12 0 36 0 0Unique Hasselt Office

(NL) 25 0 72 0 0Unique Heist o/d berg

(NL) 52 20 71 58 0

Unique Herentals (NL) 3 0 11 0 0

Unique Mechelen (NL) 53 80 68 56 0

Unique Merksem (NL) 17 0 54 0 0

Unique Mortsel (NL) 52 0 48 71 18

Unique Turnhout (NL) 55 0 55 77 0

30


D2


Unique Geel (NL)

Unique Genk (NL)


Unique Heist o/d berg (NL)



Unique Merksem (NL)

Unique Mortsel (NL)


53.1

45

64

21

57

47

45

71

62

48

71

39.8

64

65

12

25

52

3

53

17

52

55

Overall evaluation


36

0

80

0

0

0

0

100

80

0

100

20

100

0

0

0

20

0

80

0

0

0

Entry

51.5

29

86

0

71

14

43

86

71

29

86

55.7

68

74

36

72

71

11

68

54

48

55

Phone pre-interview

54.5

59

53

29

65

56

47

65

53

59

59

42.4

77

85

0

0

58

0

56

0

71

77


31



Unique 45,24 35,12 57,12 51,71 5,54

D4 42,33 46,66 56,33 49,33 0,00

Unique La Louviere (FR) 52 80 50 69 0

Unique Charleroi Office (FR) 9 0 30 0 0

Unique Charleroi Technicum 15 40 53 0 0

Unique Mons (FR) 62 100 62 77 0

Unique Peruwelz (FR) 57 0 72 74 0

Unique Tournai (FR) 59 60 71 76 0

32


D4




Unique Mons (FR)


Unique Tournai (FR)

36.2

53

40

45

14

29

42.3333333333333

52

9

15

62

57

59

Overall evaluation

36

100

80

0

0

0

46.6666666666667

80

0

40

100

0

60

Entry

23.2

29

29

29

0

29

56.3333333333333

50

30

53

62

72

71

Phone pre-interview

28.8

39

28

47

6

24

49.3333333333333

69

0

0

77

74

76


33



Unique 45,24 35,12 57,12 51,71 5,54

D5 57,73 50,91 62,91 70,45 10,00

Unique Aalst (NL) 64 100 68 74 0

Unique Anderlecht Office (FR) 55 0 59 73 0

Unique Asse (NL) 61 100 62 79 0

Unique Brussel Office Arts/Kunst (FR) 65 80 76 75 0

Unique Brussel Office Max (NL) 69 60 62 81 55

Unique Brussel/Bruxelles Call Team (NL) 52 100 56 62 0

Unique Halle (NL) 56 0 71 67 0

Unique Jette (NL) 50 0 59 70 0

Unique Leuven (NL) 57 0 41 74 55

Unique Leuven Call Team (NL) 49 40 66 57 0

Unique Vilvoorde (NL) 57 80 72 63 0

34


D5

Unique Aalst (NL)


Unique Asse (NL)


Unique Brussel Office Louiza(NL)



Unique Halle (NL)

Unique Jette (NL)

Unique Leuven (NL)



47.4166666666667

5

50

21

62

64

43

57

60

64

55

57

31

57.7272727272727

64

55

61

65

69

52

56

50

57

49

57

Overall evaluation


35

0

0

0

100

0

0

80

0

100

0

60

80

50.9090909090909

100

0

100

80

60

100

0

0

0

40

80

Entry

46.4166666666667

0

29

14

29

71

29

57

71

57

86

100

14

62.9090909090909

68

59

62

76

62

56

71

59

41

66

72

Phone pre-interview

45.1666666666667

6

65

18

65

82

41

41

59

53

53

41

18

70.4545454545455

74

73

79

75

81

62

67

70

74

57

63


35



Unique 45,24 35,12 57,12 51,71 5,54

D7 33,00 12,00 60,06 29,40 0,00

Unique Liege (FR) 48 0 50 73 0

Unique Marche (FR) 52 0 76 62 0

Unique Namur (FR) 27 60 66 0 0

Unique Wavre (FR) 27 0 64 12 0

Unique Brain Alleud (FR) 11 0 47 0 0

36


D7

Unique Liege (FR)

Unique Marche (FR)

Unique Namur (FR)

Unique Verviers (FR)

Unique Wavre (FR)


51.8333333333333

67

26

43

55

60

60

33

48

52

27

27

11

Overall evaluation


50

100

0

0

0

100

100

12

0

0

60

0

0

Entry

50

43

43

29

71

43

71

60.6

50

76

66

64

47

Phone pre-interview

39.1666666666667

59

6

35

47

47

41

29.4

73

62

0

12

0


CONTENT









38

Detailed analysis district| Were you contacted within 48h after registering online?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

67%

44%40%

20%

40%

67%

42%

55%

40%

20%

48%41%

33%

56%60%

80%

60%

33%

58%

45%

60%

80%

52%59%

NoYes

39

Detailed analysis district| How were you contacted?

D1 D2 D4 D5 D7 UNIQUE0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

20%

33%25%

0%

15%

80%

67%75%

100% 100%

85%

By phoneBy e-mail

40

Detailed analysis district| What was the duration of the phone call?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

89% 88%

60%

30%

100%

67%

83%

55%

76%

20%

79%

53%

0%13%

40%

40%

0%

33%

17%

27%

33%

40%

19%

30%

11%

0% 0%

20%

0% 0% 0%

18%

0%

40%

2%

15%

0% 0% 0%10%

0% 0% 0% 0% 0% 0% 3%

longer than 15 minutesapproximately 15 minutesapproximately 10 minutesapproximately 5 minutes

41

Detailed analysis district| Was the Unique procedure explained?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

44%

0%

40%

60%

20% 17%

42%

82%

33%40% 38%

45%

56%

100%

60%

40%

80% 83%

58%

18%

67%60% 62%

55%

NoYes

42

Detailed analysis district| Which information was shared about Unique (if any)?


10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

86%

44%

53%

14%

100%

33%

26%

43%

33%

100%

42%

29%

22%

50%

26%

Current vacancies for your profilePersonal introduction HR OfficerDifferent types of employmentDifferent specializations

43

Detailed analysis district| Were specific questions asked?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

89% 88% 90%100%

20%

83%

58%

100%

83% 80%71%

92%

11% 13% 10%0%

80%

17%

42%

0%

17% 20%29%

8%

NoYes

44

Detailed analysis district| Which specific questions were asked?


10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

71%

100%

60%

100% 100%

89%

43%

56%

20%

64%

50%53%

29%

56% 60%

36%

75%

50%

43%

78%

40%

82%75%

67%

14%

78%

20%

27%

50%

39%

29%

22%20%

45%50%

33%

14%

44%

18% 19%

What type of job are you looking for?In which area would you like to work?How quickly are you available?How are your language skills?What was the reason you left your previous employer?What are your salary expectations?Other

45

Detailed analysis district| Was an appointment scheduled immediately to propose a specific vacancy?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

56%

75%

50%44%

60%50%

83% 80%

33%

20%

60% 58%

33%

13%

20% 33%

20%

17%

17% 20%

50%

40%

26%24%

11% 13%

30%22% 20%

33%

0% 0%

17%

40%

14% 18%

Yes No, although the reaction to my application was positive No positive reaction to my application

46

Detailed analysis district| Was the appointment confirmed on mail?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

11%

88%

10%

56%

40%

17%

33%

82%

17% 20% 21%

59%

89%

13%

90%

44%

60%

83%

67%

18%

83% 80% 79%

41%

NoYes

47

Detailed analysis district| If the appointment was confirmed on mail, which elements did the e-mail contain?


10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0.142857142857143

0.0434782608695652

86%

100%

100%

100%100% 96%

43%

80%

100%

56%

100%

61%

14%

20%

100%

33%

100%

30%

43%40%

100%

56%

100%

52%

Current vacancies

Place, time, duration and con-tact person

Testing was mentioned

Reference to the website (for more info)

Request for credentials

48

Detailed analysis district| What was the duration of the interview?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

67%

25%

10%0%

20%

0%

25%

9%0%

33%26%

13%

11%

25%

40%

0%

0%

25%

8%

0%

33%

1%19%

9%

22%

50%40%

33%

20%

50%42%

9%

0%

33%

29%

31%

0%10%

67%60%

25% 25%

82%

67%

33%26%

47%

Longer than 50 min30-50 min20-30 minShorter than 20 min

49

Detailed analysis district| How did you experience the welcoming in the Unique office?


10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

88%83%

100% 100% 100%

94%

88%

100% 100%

91%

67%

91%

100% 100% 100% 100%

67%

97%

I got a feeling of respect and appreciation

It was a professional working environment

The office and the window were clean and tidy

50

Detailed analysis district| Did you first get general information on Unique?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

33%38%

30%

100%

20%

75%

25%

64%

33%

0%

29%

59%

67%63%

70%

0%

80%

25%

75%

36%

67%

100%

71%

41%

NoYes

51

Detailed analysis district| Were the remaining steps of the procedure explained?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

89%

25%

50%

83%

20%

75%

58%

45%50%

0%

57%

47%

11%

75%

50%

17%

80%

25%

42%

55%50%

100%

43%

53%

NoYes

52

Detailed analysis district| Which other information was provided on Unique?


10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

67%

83%

71%

63%67%

83%

57% 58%

100%

67% 67%

57%

68%

50%

14%

21%

Different types of employment

Different specializations

Personal introduction HR officer

USG People

53

Detailed analysis district| Were you asked about your capabilities (education, experience) as well as your wishes (motivation, interests) and competences?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

67%

88%

100% 100%

80%75%

67%

100%

83%

67%79%

86%

22%

13%

25%

4%

7%11%

20%25%

17%

33%

15%7%

8%

2%

Yes No, only capabilities No, only wishes No, none of these

D1 D2 D4 D5 D7 UNIQUE

63%

100% 100% 100%

67%

88%

38%

0% 0% 0%

33%

13%

Yes No

54

Detailed analysis district| Were you tested on a number of skills and if so, how?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

100%

63%

80%

17%

67%

33%40%

67% 64%

25%

38%

20%

83%

33%

100%

67%

100%

60%

33% 36%

75%

Yes No


100%

40%

100%

36%

54%

60%

36%

100%

33%

27%

13%

Only orally Only with the test PCOrally and with the test PC

55

Detailed analysis district| Were relevant vacancies proposed?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

22%

75%

60%67%

0%

100%

33%

91%

50%

33% 36%

78%

78%

25%

40%33%

100%

0%

67%

9%

50%

67% 64%

22%

NoYes

56

Detailed analysis district| Did the contact talk about clients that he/she would present your profile to ? Did the contact call a client during the interview?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

100%

88%80%

100% 100% 100% 100%91%

100% 100%95% 94%

13%20%

9% 5% 6%

Yes No


10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

38% 33%25%

64%

33%44%

63% 67%75%

36%

67%56%

Yes No

57

Detailed analysis district| Were you prompted for your credentials?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0%

50%

80% 83%

20%

75%

58%

73%

50%

67%

45%

69%

100%

50%

20% 17%

80%

25%

42%

27%

50%

33%

55%

31%

NoYes

58

Detailed analysis district| Were you requested not to proceed with another employer upon clarity of Unique proposal?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

11% 10% 9%5% 3%

89%

100%90%

100% 100% 100% 100%91%

100% 100%95% 97%

NoYes

59

Detailed analysis district| Which documents were requested/presented?

2010 2012 2010 2012 2010 2012 2010 2012 2010 2012 2010 2012D1 D2 D4 D5 D7 UNIQUE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

11%10%

17% 10%

78%

63%

90%

67%

83%

100%

75% 100%

60% 100%

79%

84%

40%

50%

17%

75%

42%

18%

40%

33%

29%

28%

75%33%

13%

C63

registration documents

passport or SIS card

Certificates

60

Detailed analysis district| Did Unique follow up on your interview? If so, within which timeframe?


10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

25%

83%

25%

45% 41%

75%

17%

75%

55%

100%

59%

Yes No

D1 D2 D4 D5 UNIQUE

50%

20%

0%

20% 23%

50%

40%

100%

20%

38%

40%

60%

38%

The same day The day after 3 to 7 days after the interview

61

Detailed analysis district| How would you rate the office on a scale of 1 to 10?

12.00%

51.00%

37.00%

UNIQUE

0-67-89-10

37.00%

63.00%

D1

50.00%50.00%

D2

50.00%50.00%

D4

45.00%55.00%

D5

33.00%

33.00%

34.00%

D7

62

Detailed analysis district| Promotor Score per district

-50%

-30%

-10%

10%

30%

50%

70%

90%

D1; 1%

D2; 10%

D4; -20%

D5; 9%

D7; 66%

UNIQUE; 14%

D1; -37%

D2; 50% D4; 50%D5; 55%

D7; 1%

UNIQUE; 25% promoter score 2010promoter score 2012

63

Detailed analysis district| What was mentioned/asked during the reference check?

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

17% 17%

83%

9%

18%

9%

82%

6%

16%

3%

81%

25%

63%

100% 100%


64

Detailed analysis district| Which information about the candidate was verified during the reference check?

Role Duration of employment

Reason for leaving

Competences Tasks/Responsibilities

Functioning within the team

Relationship with the manager

The reference was not checked

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%100%

67% 67%

100% 100%

33% 33%

63%

100% 100% 100% 100% 100%

82%

100%

80%

40%

100% 100%

20%

60%

81%83%

100% 100%


CONTENT









66

Detailed analysis offices| In which timeframe were you contacted?

The same day 12u-24h 24-48hI was not contacted within 48h after my online registration

Unique Aalst (NL) Unique La Louviere (FR) Unique Brussel Office Max (NL) Unique Anderlecht Office (FR)

Unique Antwerpen Office (NL) Unique Brussel Office Arts/Kunst (FR) Unique Charleroi Technicum Unique Braine l Alleud (FR)Unique Asse (NL) Unique Mechelen (NL) Unique Namur (FR) Unique Charleroi Office (FR)Unique Brugge (NL) Unique Menen (NL) Unique Torhout (NL) Unique Geel (NL)Unique Brussel/Bruxelles Call Team (NL) Unique Sint-Niklaas (NL) Unique Tournai (FR) Unique Genk (NL)Unique Mons (FR) Unique Vilvoorde (NL) Unique Gent Office (NL)

Unique Halle (NL) Unique Hasselt Office (NL) Unique Heist o/d berg (NL)

Unique Herentals (NL) Unique Ieper (NL)

Unique Jette (NL) Unique Kortrijk Office (NL) Unique Leuven (NL) Unique Leuven Call Team (NL) Unique Liege (FR) Unique Marche (FR) Unique Merksem (NL)

Unique Mortsel (NL) Unique Oudenaarde (NL) Unique Peruwelz (FR) Unique Turnhout (NL) Unique Waregem (NL) Unique Wavre (FR)

67

Detailed analysis offices| In which way were you contacted?

Per e-mail By phone Not, I had to contact the office myself

Unique Charleroi Technicum Unique La Louviere (FR) Unique Anderlecht Office (FR)

Unique Heist o/d berg (NL) Unique Aalst (NL) Unique Braine l Alleud (FR)

Unique Kortrijk Office (NL) Unique Antwerpen Office (NL) Unique Charleroi Office (FR)

Unique Asse (NL) Unique Geel (NL)

Unique Brugge (NL) Unique Genk (NL)

Unique Brussel Office Arts/Kunst (FR) Unique Gent Office (NL)

Unique Brussel Office Max (NL) Unique Halle (NL)

Unique Brussel/Bruxelles Call Team (NL) Unique Hasselt Office (NL)

Unique Leuven Call Team (NL) Unique Herentals (NL)

Unique Mechelen (NL) Unique Ieper (NL)

Unique Menen (NL) Unique Jette (NL)

Unique Mons (FR) Unique Leuven (NL)

Unique Namur (FR) Unique Liege (FR)

Unique Sint-Niklaas (NL) Unique Marche (FR)

Unique Torhout (NL) Unique Merksem (NL)

Unique Tournai (FR) Unique Mortsel (NL)

Unique Vilvoorde (NL) Unique Oudenaarde (NL)



Unique Waregem (NL)

Unique Wavre (FR)

68

Detailed analysis offices| What was the duration of the phone call?

5 min 10 min 15 min Longer than 15 min

Unique La Louviere (FR) Unique Anderlecht Office (FR) Unique Genk (NL) Unique Mechelen (NL)Unique Aalst (NL) Unique Braine l Alleud (FR) Unique Halle (NL)Unique Antwerpen Office (NL) Unique Brussel Office Arts/Kunst (FR) Unique Hasselt Office (NL)Unique Asse (NL) Unique Brussel Office Max (NL) Unique Namur (FR)Unique Brugge (NL) Unique Charleroi Technicum Unique Vilvoorde (NL)Unique Brussel/Bruxelles Call Team (NL) Unique Geel (NL) Unique Wavre (FR)Unique Charleroi Office (FR) Unique Heist o/d berg (NL)Unique Gent Office (NL) Unique Marche (FR)Unique Herentals (NL) Unique Merksem (NL)Unique Ieper (NL) Unique Oudenaarde (NL)Unique Jette (NL) Unique Tournai (FR)Unique Leuven (NL) Unique Turnhout (NL)Unique Leuven Call Team (NL)Unique Liege (FR)Unique Menen (NL)Unique Mons (FR)Unique Mortsel (NL)Unique Peruwelz (FR)Unique Sint-Niklaas (NL)Unique Torhout (NL)Unique Waregem (NL)

69

Detailed analysis offices| Was the Unique procedure explained?

No YesUnique La Louviere (FR) Unique Aalst (NL)Unique Braine l Alleud (FR) Unique Anderlecht Office (FR)Unique Brugge (NL) Unique Antwerpen Office (NL)Unique Charleroi Office (FR) Unique Asse (NL)Unique Charleroi Technicum Unique Brussel Office Arts/Kunst (FR)Unique Gent Office (NL) Unique Brussel Office Max (NL)Unique Hasselt Office (NL) Unique Brussel/Bruxelles Call Team (NL)Unique Herentals (NL) Unique Geel (NL)Unique Ieper (NL) Unique Genk (NL)Unique Jette (NL) Unique Halle (NL)Unique Leuven (NL) Unique Heist o/d berg (NL)Unique Liege (FR) Unique Leuven Call Team (NL)Unique Marche (FR) Unique Mechelen (NL)Unique Menen (NL) Unique Namur (FR)Unique Merksem (NL) Unique Peruwelz (FR)Unique Mons (FR) Unique Turnhout (NL)Unique Mortsel (NL) Unique Vilvoorde (NL)Unique Oudenaarde (NL) Unique Wavre (FR)Unique Sint-Niklaas (NL)Unique Torhout (NL)Unique Tournai (FR)Unique Waregem (NL)

70

Detailed analysis offices| Was the appointment confirmed on mail?

No YesUnique La Louviere (FR) Unique Aalst (NL)Unique Braine l Alleud (FR) Unique Anderlecht Office (FR)Unique Charleroi Office (FR) Unique Antwerpen Office (NL)Unique Charleroi Technicum Unique Asse (NL)Unique Genk (NL) Unique Brugge (NL)Unique Hasselt Office (NL) Unique Brussel Office Arts/Kunst (FR)Unique Ieper (NL) Unique Brussel Office Max (NL)Unique Leuven Call Team (NL) Unique Brussel/Bruxelles Call Team (NL)Unique Liege (FR) Unique Geel (NL)Unique Merksem (NL) Unique Gent Office (NL)Unique Namur (FR) Unique Halle (NL)Unique Peruwelz (FR) Unique Heist o/d berg (NL)Unique Tournai (FR) Unique Jette (NL)Unique Turnhout (NL) Unique Leuven (NL)Unique Vilvoorde (NL) Unique Marche (FR)Unique Wavre (FR) Unique Mechelen (NL)

Unique Menen (NL)Unique Mons (FR)Unique Mortsel (NL)Unique Oudenaarde (NL)Unique Sint-Niklaas (NL)Unique Torhout (NL)Unique Waregem (NL)

71

Detailed analysis offices| What was the duration of the interview?

Less than 20 min 20-30 min 30-40 min 40-50 min Longer than 50 min

Unique Gent Office (NL) Unique Oudenaarde (NL) Unique Anderlecht Office (FR) Unique La Louviere (FR) Unique Mortsel (NL)

Unique Ieper (NL) Unique Tournai (FR) Unique Heist o/d berg (NL) Unique Brugge (NL) Unique Aalst (NL)

Unique Vilvoorde (NL) Unique Waregem (NL) Unique Marche (FR) Unique Peruwelz (FR) Unique Mons (FR)

Unique Wavre (FR) Unique Menen (NL) Unique Turnhout (NL) Unique Antwerpen Office (NL)

Unique Sint-Niklaas (NL) Unique Torhout (NL) Unique Asse (NL)




Unique Geel (NL)

Unique Halle (NL)

Unique Jette (NL)

Unique Leuven (NL)


Unique Liege (FR)


72

Detailed analysis offices| Did you first receive information on Unique?

No Yes

Unique Aalst (NL) Unique La Louviere (FR)Unique Brugge (NL) Unique Waregem (NL)Unique Brussel Office Max (NL) Unique Anderlecht Office (FR)Unique Brussel/Bruxelles Call Team (NL) Unique Antwerpen Office (NL)Unique Gent Office (NL) Unique Asse (NL)

Unique Ieper (NL) Unique Brussel Office Arts/Kunst (FR)Unique Jette (NL) Unique Geel (NL)Unique Liege (FR) Unique Halle (NL)Unique Marche (FR) Unique Heist o/d berg (NL)Unique Menen (NL) Unique Leuven (NL)Unique Oudenaarde (NL) Unique Leuven Call Team (NL)Unique Tournai (FR) Unique Mechelen (NL)Unique Wavre (FR) Unique Mons (FR)

Unique Mortsel (NL)Unique Peruwelz (FR)Unique Sint-Niklaas (NL)Unique Torhout (NL)Unique Turnhout (NL)Unique Vilvoorde (NL)

73

Detailed analysis offices| Were you asked about your capabilities (education, experience) as well as your wishes (motivation, interests)?

Yes No, only capabilities None

Unique Aalst (NL) Unique Leuven Call Team (NL) Unique La Louviere (FR) Unique Wavre (FR)

Unique Anderlecht Office (FR) Unique Liege (FR) Unique Menen (NL)

Unique Antwerpen Office (NL) Unique Marche (FR)

Unique Asse (NL) Unique Mechelen (NL)

Unique Brugge (NL) Unique Mons (FR)

Unique Brussel Office Arts/Kunst (FR) Unique Mortsel (NL)

Unique Brussel Office Max (NL) Unique Oudenaarde (NL)

Unique Brussel/Bruxelles Call Team (NL) Unique Peruwelz (FR)

Unique Geel (NL) Unique Sint-Niklaas (NL)

Unique Gent Office (NL) Unique Torhout (NL)

Unique Halle (NL) Unique Tournai (FR)

Unique Heist o/d berg (NL) Unique Turnhout (NL)

Unique Ieper (NL) Unique Vilvoorde (NL)

Unique Jette (NL) Unique Waregem (NL)

Unique Leuven (NL)

74

Detailed analysis offices| Were you asked for your capabilities?

No YesUnique Gent Office (NL) Unique La Louviere (FR) Unique Leuven (NL)Unique Ieper (NL) Unique Aalst (NL) Unique Leuven Call Team (NL)Unique Menen (NL) Unique Anderlecht Office (FR) Unique Liege (FR)Unique Wavre (FR) Unique Antwerpen Office (NL) Unique Marche (FR)

Unique Asse (NL) Unique Mechelen (NL)Unique Brugge (NL) Unique Mons (FR)Unique Brussel Office Arts/Kunst (FR) Unique Mortsel (NL)Unique Brussel Office Max (NL) Unique Oudenaarde (NL)Unique Brussel/Bruxelles Call Team (NL) Unique Peruwelz (FR)Unique Geel (NL) Unique Sint-Niklaas (NL)Unique Halle (NL) Unique Torhout (NL)Unique Heist o/d berg (NL) Unique Tournai (FR)Unique Jette (NL) Unique Turnhout (NL)Unique Waregem (NL) Unique Vilvoorde (NL)

CONTENT







08. Conclusions


76

Conclusions |

STRENGTHS AND WEAKNESSES OF THE UNIQUE CANDIDATE EXPERIENCE

• Despite a better follow-up of the online registrations, 60% of the mystery customers were not contacted within 48 hours of their online registration.

• The pre-interview via phone is used in a better way than before. Consultants more frequently used this first contact with the candidate to provide information on the Unique procedure and ask specific questions about the profile of the candidate. However, more than half of the mystery customers still has not received an explanation on the Unique procedure during this phone call.

• The communication with the candidate has improved since the implementation of the Bizz Book. Whereas in 2010 only 1/5 of the candidates received a confirmation of their appointment per e-mail, this increased to 60% in 2012. There is also a spectacular increase in providing information on Unique at the start of the interview at the office.

77

Conclusions |

STRENGTHS AND WEAKNESSES OF THE UNIQUE CANDIDATE EXPERIENCE

• Candidates are assessed in a more thorough way. The mystery customers were more often asked about their capabilities as well as their wishes. Asking for credentials and (oral) testing have become an integral part of the interview.

• Consultants are also showing more attention for the candidates, who are really guided through the Unique experience by providing more information on the Unique group and its methodology. The proportion of interviews during which relevant vacancies were presented has doubled compared to the first study.

• The main improvement area is the follow-up of applications. 60% of the mystery customers was not contacted after their interview at the office. References are not frequently checked.

78

Conclusions |

THERE IS NO CONSISTENT CANDIDATE EXPERIENCE ACROSS UNIQUE OFFICES

• D5 has performed best on almost all aspects of the candidate experience. The difference with the other districts is most significant on the score of the interview at the office.

• The offices belonging to D7 scored considerably better than the others on the pre-interview but there is much room for improvement on the in-depth interview at these offices.

Extra training could help to elevate the level of service delivered by the offices belonging to D7.

• The best service was delivered by Unique Brussel Office Max, which achieved high scores across the whole candidate experience.

It would be interesting if the consultants working in this office could share best practices with the other offices, for example by providing tips and tricks in an employee newsletter.

Key Account Manager: Jan Vanstraelen Key Insight Analysis Mystery Customer Research Program Januari|...

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