CSAT… What the heck is that?!
For Worldwide Internships, CSAT stands for our Customer Satisfaction Score.
We started measuring it on January 1st, 2018 and we measure it using one simple question: “From 1% to 100% how satisfied are you with the service provided by your coordinator in this part of the process?”
Our process has 3 phases, so naturally we ask our candidates to evaluate each coordinator they have: Recruitment, Placement, and Support. But our CSAT doesn’t stop there! During the first month, we send questionnaires about the Candidate’s housing and their training. We also ask for Testimonials (with pictures), and at the end of the internship, we ask them to share an overall impression about the host company.
When you put it all together, we call it “WWI Care [pronounced: ‘we care’].”
WWI Care is a comprehensive program that aims to increase our customer satisfaction and net promoter score by implementing a client-service oriented culture throughout all the departments at Worldwide Internships.
Our vision: Worldwide Internships is dedicated to becoming the #1 customer service provider in the market by constantly putting ourselves in the customers’ shoes.
One of the major benefits of working with our Team is the fact that 100% of our Team Members have lived or studied abroad before. That means we are experts regarding all the complex ins and outs of homesickness, visa applications, and even international job offers. We always make our best efforts to ensure that our candidates receive the best care possible throughout the entire process.
Does it seem too good to be true? The numbers don’t lie (numbers shown below are averages taken from January 1, 2018 through May 15, 2019):
- Average CSAT Recruitment Score: 95.52% (based on 705 reviews)
- Average CSAT Placement Score: 95.67% (based on 557 reviews)
- Average CSAT Support Score: 95.02% (based on 404 reviews)
- Average CSAT Housing Score: 82.99% (based on 103 reviews)
- Average CSAT Training Score: 81.8% (based on 194 reviews)
Some comments from previous Candidates:
Do negative experiences occur? Sure! But we always make our best efforts to ensure the Candidate walks away with a solution to their issues. That is one of the main reasons we decided to start evaluating these steps in the process: To ensure that if a training or housing provided is not up-to-par, we can take steps to correct it.
As you can see above, we often find that Candidates are MOST satisfied with our services, but that occasionally their expectations are not quite aligned with what hotels provide upon arrival. For example, we always notify Candidates upon enrollment that they should expect to work hard in operational positions as an intern, and that housing (if provided) will be shared & cover basic needs only. Properly managing these expectations prior to arrival significantly reduces the chances that a Candidate will be dissatisfied upon arrival.
Want to learn first-hand what Candidates love most about Worldwide Internships? Check out our Testimonials page!
