Case Study: Allen Associates achieves higher satisfaction and improved retention with Customer Thermometer

How Allen Associates succeeded by putting service over sales

Allen Associates, an independent recruitment agency operating in a crowded UK market, needed a reliable, real-time way to measure and improve customer and candidate satisfaction while sticking to its "service over sales" ethos. To do this they became an early customer of Customer Thermometer and adopted its instant-pulse feedback tool—traffic-light feedback buttons embedded into outgoing emails—to capture objective CSAT at key touchpoints.

Customer Thermometer’s solution was rolled out across candidate and client journeys (registration, placement, job fills and consultant interactions), and its data now feeds directly into Board KPIs and account director targets. This real-time insight — alongside actions on red flags and using positive responses to drive reviews and repeat business — has improved retention, supported growth and given Allen Associates measurable customer-satisfaction metrics (nine out of ten clients recommend them) to inform strategic planning.

Allen Associates

Kate Allen

Managing Director