NPS Score of 60 Reflects Strong Client Confidence
At Employ, we believe that understanding what matters to our clients is just as important as delivering drivers quickly and compliantly.
That is why we have been running our client survey for nine years, using direct feedback to improve communication, strengthen planning, support compliance and refine how we deliver our service.
This year’s results continue to show strong levels of trust, reliability and satisfaction across our client network.
Our 2025 Net Promoter Score reached 60, which is considered outstanding. With 67% of clients classed as promoters and only 7% as detractors, the results reflect consistent service delivery and strong client advocacy.
For Employ, this is not about collecting feedback once a year and filing it away. It is about identifying what clients value most, where pressure points exist and how we continue to improve.
What Clients Value Most
The survey showed that clients continue to place the highest value on reliability, communication and consistency.
Clients highlighted the professionalism of the Employ team, our ability to respond quickly when demand changes and the confidence they have in our payroll, compliance and driver management processes.
Strong communication also featured highly, particularly around shift planning, availability updates and keeping clients informed when operations are under pressure.
Many clients also highlighted the value of Employ’s technology, including the driver app and DRS platform, which help provide greater visibility, quicker communication and better control.
Long-Term Partnerships Matter
One of the strongest messages from this year’s survey is the importance of long-term relationships.
Many clients continue to use Employ because they know what to expect. They value the consistency of service, the knowledge of the transport sector and the ability to access safe, compliant drivers quickly when needed.
Our approach is built around more than simply filling shifts.
We continue to invest in advanced compliance systems, driver wellbeing, communication and workforce planning because we know these are the things that help clients operate safely and efficiently.
That focus is reflected in the results, from strong recommendation scores through to consistently low levels of infringements and high driver retention.
Using Feedback to Improve
While the survey results are positive, we also recognise the importance of listening to where we can improve.
Clients told us they want continued support around forward planning, consistency during peak periods and stronger visibility when shifts change at short notice.
This feedback will continue to shape how we develop our service in 2025, helping us strengthen communication, improve planning and continue investing in the systems and people that support safe delivery.
Thank You
A big thank you to every client who took the time to complete this year’s survey.
Your feedback plays an important role in how we continue to improve our service, support your operations and strengthen the way we deliver driver supply.
