Case Study: u&u achieves an all-time high NPS (+62) and 72% higher response rate with SurveyMonkey CX

How a recruitment agency uses feedback to deliver an unrivaled client and candidate experience

u&u Recruitment Partners, a boutique Australian recruiting agency, needed a stronger understanding of client and candidate experience. After mapping 40 interaction points across both journeys, they lacked an efficient way to collect feedback and share results with their consultants so teams could act on insights fast.

By adopting SurveyMonkey CX, u&u now surveys about 120 people weekly (100+ responses/week), uses Conversations to close the loop with Detractors and amplify Promoter quotes, and compares NPS across engagement stages—raising response rate from 21% to 36% (a 72% improvement) and achieving an all-time NPS of +62. These insights helped consultants improve interactions, attract higher-quality candidates, and contributed to a SEEK Recruitment Awards finalist nomination.

u&u

Nicola Flannery

Customer Success Manager