Posted in: Research

Released 16th March 2010

This Benchmarking Report summarises the second stage of a multi-stage ground-breaking market research program on the Outplacement Industry.

Macfarlan Lane’s research (Outplacement Industry Benchmarking Report, March 2010 *) into service quality, especially as experienced by senior managers, identifies that for most senior people their experience of service quality is very poor. In other words, employment reputations are not being built among senior people in these circumstances. Yet few large organisations actively measure the quality of the service, beyond the point the service is commissioned.

Macfarlan Lane measures service quality on our career transition assignments using an independent external agency, on the basis of ratings against six statements.  On a scale of 1 (strongly disagree) to 5 (strongly agree), our data indicates that we are consistently achieving an average rating in excess of 4 (agree) on all these indicators. We strongly suggest that organisations apply this quality framework to all their career transition suppliers and source independent telephone based surveys of former employees using this approach.

The six statements on which we are rated are:

  1. My career transition consultant really understood me, my capabilities, my values and what I was (or what I am) looking for.
  2. My career transition consultant understood the market/s I was (or I am) aiming for.
  3. The career transition support worked (or is working) well.
  4. My career transition consultant has been able to provide the resources I needed (or I need).
  5. I was actively engaged in conversations with people in areas of interest in accordance with the timelines I had set myself.
  6. I would recommend the provider of my career transition support to others.

Download the report * “outplacementindustrybenchmarkreportmarch2010”.

Download the summary article Focused research into what senior managers need incareer transition services