NPS Score of 60 Reflects Strong Driver Confidence
At Employ, we believe understanding what matters to our drivers is just as important as understanding what matters to our clients.
That is why we have been running our driver survey for nine years, using direct feedback to improve communication, strengthen planning, support driver wellbeing and refine how we deliver our service.
This year’s results continue to show strong levels of trust, reliability and satisfaction across our driver network.
Our 2025 Net Promoter Score reached 60, which is considered outstanding. With 67% of drivers classed as promoters and only 7% as detractors, the results reflect strong driver advocacy and a consistent experience across the Employ network.
For us, this is not about collecting feedback once a year and moving on. It is about understanding what drivers value most, where improvements can be made and how we continue to strengthen the support we provide.
What Drivers Value Most
The survey showed that drivers continue to place the highest value on the professionalism of the Employ team, being paid on time, communication and the Employ app.
Drivers also highlighted the value of regular ongoing work, reliable clients and building strong relationships with the Employ team.
Communication scored highly throughout the survey, with 96% of drivers saying information is provided within agreed timeframes and 99% saying the information they receive is accurate.
Pay and reliability also remain key strengths. The majority of drivers said pay is accurate and on time, while 98% said their first shift was arranged within a reasonable timescale.
Support Beyond the Shift
One of the strongest themes in this year’s survey was the importance of consistency.
Drivers told us they value regular work, preferred start times, clear communication and support that fits around their individual needs.
The results also showed strong feedback around the Employ app, onboarding process and industry knowledge of the team.
Drivers reported positive feedback around how easy the app is to use, how simple it is to update availability and accept shifts, and the support they receive around driver hours, WTD compliance and ongoing guidance.
We continue to invest in advanced compliance systems, driver wellbeing, toolbox talks and driver support because we know these things help create safer, more consistent operations.
That focus is reflected in the results, from strong recommendation scores through to high retention levels and low levels of infringements.
Using Feedback to Improve
While the results are positive, we also recognise the importance of listening to where we can improve.
Drivers told us that pay rates, consistency of work and visibility of shifts are the areas that matter most when it comes to improvement.
Advance notice around cancellations, access to regular work and more visibility around shift distribution were also highlighted.
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 our drivers.
Thank You
A big thank you to every driver who took the time to complete this year’s survey.
Your feedback plays an important role in how we continue to improve our service, strengthen our support and build a better experience for the people who keep the industry moving.
