2024 Baker’s Dozen Customer Satisfaction Ratings: Total Workforce Solutions

17th October 2024

We rank the top providers of total workforce solutions based on customer satisfaction surveys.

By The Editors

HRO Today’s Total Workforce Solutions Baker’s Dozen Customer Satisfaction Ratings™ are based solely on feedback from buyers of the rated services; the ratings are not based on the opinion of the HRO Today staff. We collect feedback annually through an online survey which we distribute to buyers directly through our own mailing lists and indirectly through service providers.

There is a section in both the MSP and RPO Baker’s Dozen questionnaires that addresses use of total workforce solutions. If respondents indicated they were using the same provider for both contingent and full-time employee needs, they were asked a series of questions pertaining to total workforce solutions. These study results were then combined with the relevant components of the RPO and MSP study findings and consolidated into one dataset. Providers that qualified had to have both RPO and MSP clients that participated in the Baker’s Dozen process in 2024.  It’s important to note that the RPO and MSP Baker’s Dozen surveys both have their own sample requirements to qualify for the ranking. Because the Total Workforce Solution Baker’s Dozen survey is a combination, a provider may not necessarily qualify for ranking in both the RPO and MSP lists separately, but still qualify in the combined Total Workforce Solution ranking.

The methodology that produced the ranked list was very consistent with other Baker’s Dozen studies. In order to determine an overall ranking from this data, we analyze results across three subcategories: service breadth, size of deals, and quality of service. Using a predetermined algorithm that weighs questions and categories based on importance, we calculate scores in all three subcategories as well as an overall score. These scores are the basis of the Baker’s Dozen Customer Satisfaction Ratings™ and are presented in the following tables to demonstrate the relative differences among the ranked service providers.

The only influence that HRO Today  has on the outcome of this survey is that HRO Today discards incomplete surveys or surveys outside the normal distribution. This includes surveys that are too perfect as to be possible or so negative that they are spiteful and inaccurate.

Otherwise, HRO Today  has no impact on the survey outcome. While we do not claim that our methodology is the only viable ratings program available, we do vouch for its statistical validity. We hope the TWS Baker’s Dozen Customer Satisfaction Ratings™ provide insight into your next RFP process.