Inavero Client Loyalty Survey Comparison Results 2006 2009

[object Object],Inavero Client Loyalty Survey Comparison Results: 2006-2009 November 17, 2009 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Express Employment Professionals International Headquarters 8516 NW Expressway Oklahoma City, OK 73162 (800) 652-6400 Survey Information ,[object Object]

Express vs. Staffing Industry Ratings November 17, 2009, Inavero Client Loyalty Survey Comparison Results Survey Summary Express client survey respondents were asked to rate Express Employment Professionals on a scale of 1 to 10, with 10 being the highest. The table below shows how Express performed versus the staffing industry during the past three years (2006, 2007, 2008, and 2009). 8.1 7.5 8.0 8.3 8.1 7.6 7.7 Industry 2009 8.5 7.6 7.9 8.9 8.9 7.3 8.3 Express 2009 7.7 7.7 7.8 7.9 7.3 8.4 Client Loyalty 7.4 7.5 7.4 7.0 7.0 7.5 Perceived Value 7.6 7.6 7.7 7.3 7.6 8.0 Information Management 7.8 7.8 7.8 8.1 7.5 8.5 Timeliness 7.8 7.8 7.8 8.3 7.7 8.7 Quality of Relationships 7.0 7.7 Express 2006 7.6 7.6 Industry 2007 7.4 7.4 7.2 7.7 Quality of Associates Express 2008 Express 2007 Industry 2008 Industry 2006 Quality of Service 8.3 7.4 7.5 7.5

Express vs. Staffing Industry Ratings: Graphical Results November 17, 2009, Inavero Client Loyalty Survey Comparison Results

Methodology November 17, 2009, Inavero Client Loyalty Survey Comparison Results ,[object Object],[object Object],[object Object],[object Object],Beginning in 2006, Express franchisees have voluntarily chosen to participate in this survey. Each year the client base grows, but the number of participating franchises has been inconsistent. Although our 2009 results had the lowest number of participating franchises, the number of clients survey is higher than ever. 97 34 19 7 13 24 Participating Franchises 2007 1764 782 364 145 158 315 Clients Surveyed 68 33 336 21 169 7 South 37 11 60 6 43 4 Northeast 76 35 407 27 603 15 East Central 60 32 337 31 175 10 Central 126 41 Participating Franchises 2008 1824 684 Clients Surveyed 2009 2006 Zone Participating Franchises Clients Surveyed Participating Franchises Clients Surveyed West 39 994 27 92 TOTALS 75 1984 138 333

Demographics November 17, 2009, Inavero Client Loyalty Survey Comparison Results Approximately how many full-time employees does your organization currently have on the payroll at your location? 1,000 or more 100 to 249 10 to 24 250 to 999 25 to 99 50 to 99 Less than 10

November 17, 2009, Inavero Client Loyalty Survey Comparison Results Demographics Approximately how many temporary employees did your organization utilize during the past 12 months at your location? 1,000 or more 100 to 249 15 to 29 250 to 999 30 to 49 50 to 99 Less than 5 5 to 14

November 17, 2009, Inavero Client Loyalty Survey Comparison Results Which of the following best represents your company’s primary industry? Agriculture Banking/Finance Distribution/Wholesale Education Entertainment/Recreation Health Care Manufacturing High Technology/Bioscience Professional Services Retail Transportation/Warehousing Demographics

Demographics November 17, 2009, Inavero Client Loyalty Survey Comparison Results Assistant C-Level Director Manager Other Partner/Owner President/CEO Vice President Which of the following best represents your level in the company?

Reputation November 17, 2009, Inavero Client Loyalty Survey Comparison Results The decision criteria remains essentially unchanged for staffing firm clients – reputation matters most. Of the items below, please rank your top 3 in terms of their importance in your decision to select your primary staffing firm?

Social Media November 17, 2009, Inavero Client Loyalty Survey Comparison Results Just over 1 in 5 clients currently use social media for recruiting purposes.

Staffing Firms Pros & Cons November 17, 2009, Inavero Client Loyalty Survey Comparison Results Pros Cons

Brand Awareness November 17, 2009, Inavero Client Loyalty Survey Comparison Results Brand awareness of staffing and recruiting firms remains low, overall. ,[object Object],[object Object]

Quality of Service November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items ,[object Object],[object Object],[object Object],7.7 Industry 2009 8.3 Express 2009 7.7 Express 2006 7.6 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 Quality of Service 8.3 7.4 7.5 7.5 1.5% 1.5% Service Failure Scores (0-2): 20.8% 7.7% At-Risk Scores (3-6): 37.9% 31.8% Satisfied Scores (7-8): 39.8% 59.0% Excellent Scores (9-10): 7.8 8.5 Average Score: Express is proactive in their approach to helping our business. 1.9% 0.6% Service Failure Scores (0-2): 15.0% 5.4% At-Risk Scores (3-6): 38.8% 25.1% Satisfied Scores (7-8): 44.4% 68.9% Excellent Scores (9-10): 8.0 8.9 Average Score: My contacts at Express are quick to solve problems if they occur. Industry 2009 Express 2009 Score Category Questions

Quality of Service ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Quality of service edged up slightly from 2008, and is significantly higher than industry benchmarks ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],7.7 Industry 2009 8.3 Express 2009 7.7 Express 2006 7.6 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 Quality of Service 8.3 7.4 7.5 7.5

Quality of Associates November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items ,[object Object],[object Object],[object Object],7.6 Industry 2009 7.3 Express 2009 7.0 Express 2006 7.6 Industry 2007 7.4 7.4 7.2 7.7 Quality of Associates Express 2008 Express 2007 Industry 2008 Industry 2006 2.0% 2.6% Service Failure Scores (0-2): 20.2% 22.1% At-Risk Scores (3-6): 44.8% 44.6% Satisfied Scores (7-8): 33.1% 30.7% Excellent Scores (9-10): 7.6 7.4 Average Score: The quality of candidates sent to us by Express have consistently met or exceeded my expectations. 2.2% 2.1% Service Failure Scores (0-2): 20.7% 23.7% At-Risk Scores (3-6): 40.7% 43.1% Satisfied Scores (7-8): 36.5% 31.1% Excellent Scores (9-10): 7.6 7.4 Average Score: The candidates we receive from Express are extremely reliable. Industry 2009 Express 2009 Score Category Questions

Quality of Associates ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Quality of candidates dipped slightly in 2009 and represents a significant opportunity for improvement ,[object Object],[object Object],[object Object],[object Object],[object Object],7.6 Industry 2009 7.3 Express 2009 7.0 Express 2006 7.6 Industry 2007 7.4 7.4 7.2 7.7 Quality of Associates Express 2008 Express 2007 Industry 2008 Industry 2006

Quality of Relationships November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items ,[object Object],[object Object],8.1 Industry 2009 8.9 Express 2009 7.8 7.8 7.8 8.3 7.7 8.7 Quality of Relationships Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 2.0% 0.9% Service Failure Scores (0-2): 15.9% 5.8% At-Risk Scores (3-6): 35.1% 21.7% Satisfied Scores (7-8): 47.1% 71.5% Excellent Scores (9-10): 8.0 8.9 Average Score: Express makes me feel like a valued client. 1.3% 0.8% Service Failure Scores (0-2): 14.6% 5.9% At-Risk Scores (3-6): 34.4% 22.7% Satisfied Scores (7-8): 49.7% 70.5% Excellent Scores (9-10): 8.1 8.9 Average Score: Express is committed to nurturing a long term relationship with our organization. Industry 2009 Express 2009 Score Category Questions

Quality of Relationships ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Client relationships continued to strengthen in 2009, and are a valuable asset for Express franchisees. ,[object Object],[object Object],[object Object],[object Object],[object Object],8.1 Industry 2009 8.9 Express 2009 7.8 7.8 7.8 8.3 7.7 8.7 Quality of Relationships Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006

Timeliness November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items ,[object Object],[object Object],8.3 Industry 2009 8.9 Express 2009 7.8 7.8 7.8 8.1 7.5 8.5 Timeliness Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 1.8% 0.6% Service Failure Scores (0-2): 13.0% 4.9% At-Risk Scores (3-6): 36.3% 21.5% Satisfied Scores (7-8): 48.8% 73.1% Excellent Scores (9-10): 8.2 9.0 Average Score: My contacts at Express are available when my business needs them. 2.0% 0.5% Service Failure Scores (0-2): 11.1% 5.0% At-Risk Scores (3-6): 32.0% 21.9% Satisfied Scores (7-8): 54.9% 72.5% Excellent Scores (9-10): 8.3 8.9 Average Score: Express responds quickly to our staffing needs. Industry 2009 Express 2009 Score Category Questions

Timeliness ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Responsiveness ratings increased over 2008 numbers and have significantly improved in the past two years ,[object Object],[object Object],[object Object],[object Object],[object Object],8.3 Industry 2009 8.9 Express 2009 7.8 7.8 7.8 8.1 7.5 8.5 Timeliness Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006

Information Management November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items ,[object Object],[object Object],8.0 Industry 2009 7.9 Express 2009 7.6 7.6 7.7 7.3 7.6 8.0 Information Management Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 2.1% 2.1% Service Failure Scores (0-2): 16.0% 16.8% At-Risk Scores (3-6): 36.2% 34.3% Satisfied Scores (7-8): 45.7% 46.8% Excellent Scores (9-10): 8.0 8.0 Average Score: Express utilizes technology to deliver the staffing and HR information I need. 2.6% 1.5% Service Failure Scores (0-2): 15.3% 13.0% At-Risk Scores (3-6): 38.8% 34.3% Satisfied Scores (7-8): 43.2% 51.2% Excellent Scores (9-10): 7.9 8.2 Average Score: Express provides the information I need to effectively manage my company’s staffing needs. Industry 2009 Express 2009 Score Category Questions

Information Management ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Most clients have access to the information they need, but understanding unique needs will drive improvement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],8.0 Industry 2009 7.9 Express 2009 7.6 7.6 7.7 7.3 7.6 8.0 Information Management Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006

Perceived Value November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items ,[object Object],[object Object],7.5 Industry 2009 7.6 Express 2009 7.4 7.5 7.4 7.0 7.0 7.5 Perceived Value Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 5.0% 5.6% Service Failure Scores (0-2): 24.7% 20.5% At-Risk Scores (3-6): 34.5% 34.3% Satisfied Scores (7-8): 35.7% 39.6% Excellent Scores (9-10): 7.3 7.5 Average Score: Express has helped our company reduce turnover of contract/temporary employees. 2.0% 1.2% Service Failure Scores (0-2): 16.9% 11.1% At-Risk Scores (3-6): 37.9% 38.5% Satisfied Scores (7-8): 43.2% 49.2% Excellent Scores (9-10): 7.9 8.2 Average Score: The services provided by Express are a good value, given their cost. Industry 2009 Express 2009 Score Category Questions

Perceived Value ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Express continues to improve the clients’ perception of value, and is now rated higher than the industry in this area ,[object Object],[object Object],[object Object],[object Object],7.5 Industry 2009 7.6 Express 2009 7.4 7.5 7.4 7.0 7.0 7.5 Perceived Value Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006

Client Loyalty November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items ,[object Object],[object Object],8.1 Industry 2009 8.5 Express 2009 7.7 7.7 7.8 7.9 7.3 8.4 Client Loyalty Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 1.2% 1.4% Service Failure Scores (0-2): 11.3% 5.4% At-Risk Scores (3-6): 31.1% 22.8% Satisfied Scores (7-8): 56.4% 70.4% Excellent Scores (9-10): 8.4 8.9 Average Score: I will use Express again for my staffing needs. 2.2% 1.4% Service Failure Scores (0-2): 16.9% 9.4% At-Risk Scores (3-6): 35.5% 34.0% Satisfied Scores (7-8): 45.3% 55.2% Excellent Scores (9-10): 8.0 8.4 Average Score: I am completely satisfied with Express Employment Professionals. Industry 2009 Express 2009 Score Category Questions

Client Loyalty ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Client loyalty increased slightly over 2008 numbers, and is more than a full point higher than when measured in 2007 ,[object Object],[object Object],[object Object],[object Object],[object Object],8.1 Industry 2009 8.5 Express 2009 7.7 7.7 7.8 7.9 7.3 8.4 Client Loyalty Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006

Moving Forward – How Express Can Improve November 17, 2009, Inavero Client Loyalty Survey Comparison Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Inavero Client Loyalty Survey Comparison Results 2006 2009

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Inavero Client Loyalty Survey Comparison Results 2006 2009