Customer Experience

World-class client service and candidate care 

At Derwent we strive to provide world-class client service and candidate care. Our passion, knowledge and approach are underpinned by a commitment to placing the customer at the centre of everything we do.  

We utilise independent researchers to survey our clients and candidates post-engagement, to better understand their experience with Derwent and get to the heart of their needs. This research drives continuous improvement initiatives and provides a comprehensive measurement system to evaluate results and track progress. 

Our Net Promoter Score (NPS) is best in class, with the rigour of our search process and candidate assessment both very highly rated by clients. Reflecting this quality is the very high percentage of business we gain through referrals, repeat clients and longstanding relationships.

Delivering an exemplary candidate experience is also a defining feature of Derwent’s service. Clients can have absolute trust in Derwent representing their brand in the market. Our survey results, as rated by senior executives and board members – both placed and unsuccessful – is again best in class.  

​           82%

                                     of our business comes to us through word of                                mouth referrals & repeat clients


                                           of clients were ‘extremely satisfied’ or                                      ‘satisfied’ with Derwent’s overall process


                                      of candidates were ‘extremely satisfied’ or                                     ‘satisfied’ with Derwent’s overall service delivery 

                             The above results are updated quarterly.