45 countries.
One consistent way to measure experience.

Brunel selected Recruiter Insider because it provided a clear and structured way to measure the client, hiring manager and specialist journey throughout the full employment lifecycle. For Brunel's Specialised Workforce Solutions and recruitment services, it is critical to understand experience and satisfaction at each key phase of engagement. Recruiter Insider stood out due to the clarity and actionability of the insights, the ease of adoption through its dashboards and reporting, and the ability to convert positive feedback directly into social endorsements.

We approached the roll-out with a strong governance structure and a phased implementation approach. Since Brunel operates across 45 countries and 5-6 major regions, "one size fits all" does not always apply. Recruiter Insider worked closely with our internal Subject Matter Experts (SMEs) and regional stakeholders to ensure the Recruiter Insider methodology could be applied across different business models, services and journeys.

A key success factor was also the access and rights structure. With many teams involved globally, it was essential to ensure people only had access to the insights and data relevant to their role, region and scope. Recruiter Insider supported this with a well-thought-through governance and permissions model.

The main challenge was ensuring consistent adoption in daily operations, especially in a large, global environment. We tackled this by embedding Recruiter Insider into our governance model, ensuring clear user roles and access rights, and supporting teams through onboarding and training. Recruiter Insider also provided hands-on guidance to ensure the tool was implemented correctly and understood across stakeholder groups.

Internal feedback has been very positive. The tool is intuitive and the reporting is clear, which helped teams adopt the platform quickly.

That said, we also recognise there is still room to improve adoption. Some colleagues need to realise even more strongly how much value Recruiter Insider provides in improving daily communication and service processes. When used consistently, ideally several times per week, or at least once per week, Recruiter Insider significantly helps consultants and managers act on insights, improve service delivery, and build more sustainable relationships with specialists, hiring managers and clients.

From a digital and integration perspective, the process was smooth. Recruiter Insider took the time to ensure a proper implementation and worked closely with our teams to embed the solution into our broader recruitment operations and workflows. Their structured onboarding approach helped ensure the platform was adopted in a way that fits our systems landscape.

Yes. As a global organisation, we see differences across regions in terms of adoption speed and how feedback insights are translated into action. Some regions focus heavily on operational improvements based on the insights, while others place stronger emphasis on turning positive feedback into social endorsements.

Despite this, Recruiter Insider, together with our internal SMEs and regional stakeholders, successfully ensured the methodology works across regions with different business models, services and journeys.

Recruiter Insider has strengthened our ability to measure experience and satisfaction in a structured and consistent way at key moments of the specialist, hiring manager and client journey. The platform enables us to identify improvement areas and take action based on real feedback, while also amplifying what goes well through social endorsements. This supports a more data-driven approach to improving experience and performance globally.

A great example is how insights from Recruiter Insider helped one of our regional teams identify where specialists and hiring managers experienced gaps in communication and process clarity at specific journey moments. Based on the data, the team implemented targeted process improvements and communication changes, which resulted in measurable increases in satisfaction. In parallel, positive feedback was quickly converted into social endorsements, strengthening credibility and supporting business development efforts in that region.

Operationally, Recruiter Insider supports continuous improvement by providing actionable insights to optimise communication and workflows. From a business development perspective, the ability to convert positive feedback into social endorsements strengthens our external positioning and provides highly credible proof points in client conversations.

The data helps us identify early signals across key phases of engagement, enabling proactive relationship management. We can strengthen service delivery by improving processes and communication based on feedback. Additionally, positive feedback can be leveraged in a structured way through endorsements, reinforcing trust and long-term partnerships.

Recruiter Insider strongly supports Brunel's long-term strategy by providing consistent journey measurement and driving continuous improvement. The platform helps embed a more data-driven and customer-centric culture, ensuring service improvements are based on actual experiences rather than assumptions.

At the same time, the governance model, especially the well-designed access and rights structure, is essential for scale. With many teams operating globally, Recruiter Insider helps ensure the right people have access to the right insights, making it possible to manage adoption and usage sustainably across regions.

Support has been outstanding. Recruiter Insider dedicates significant time and effort to ensure proper implementation and strong adoption across the organisation. They provided hands-on onboarding, personalised guidance, and quarterly training sessions to introduce new features and further optimise usage. These sessions not only support functional understanding of the platform but also help our teams interpret insights accurately and translate them into clear priorities and improvement initiatives.

In particular, their support in two regions with business models and service structures that differ from the rest of the organisation was exceptional. They invested considerable time to ensure alignment with the most critical touchpoints in the journey, while at the same time safeguarding the integrity of the overall methodology. This ensured that regional nuances were properly reflected without compromising the comparability of results across regions. Their commitment and effort in this process were truly remarkable.

Running the global NPS survey through Recruiter Insider was a very positive experience. The process was smooth and structured, and the platform made it easy to collect feedback, interpret results and report outcomes. The clarity of the dashboards and reporting supported fast follow-up and helped set global and regional priorities for improvement. Furthermore, the open rates and response rates were higher than in previous years.

Make adoption a deliberate focus. The real value comes when consultants and managers use the dashboards consistently and translate insights into action. Our recommendation is to review the dashboards several times per week, or at minimum once per week, so feedback becomes part of daily operational improvement rather than an occasional reporting moment.

Also: put strong governance in place early, especially permissions and access rights, to ensure scalability across regions and teams. Finally, work closely with Recruiter Insider and internal SMEs to make sure the methodology fits different business models and journeys globally.

Recruiter Insider has become a highly valuable tool for Brunel in measuring and improving specialist, hiring manager and client experience across the full journey. The insights are clear and actionable, and when embedded into weekly routines they significantly improve processes, communication and relationship sustainability.

In addition, the partnership with the Recruiter Insider team has been excellent, highly supportive during implementation, and consistently valuable through onboarding, governance design and ongoing quarterly enablement sessions.