Our 10/10 customer experience

EPIC is committed to delivering a personalised, engaging experience to our job seekers and businesses. By empowering our customers to tell us how we can improve, we can ensure a 10/10 experience is provided to every person we encounter.

What have we done to improve the experiences of our job seekers and businesses?

Since May 2016, we have been proactively seeking feedback from participants and employers regarding their experience with EPIC. Through working with Net Promoter Score (NPS), we ask our customers one ultimate question about our service:

How are we doing? Great (awesome), average (ok) or poor (terrible)?

The most recent survey was conducted in February and March 2025, where EPIC gathered information from 2,419 customers, allowing us to capture a comprehensive picture of our customer’s views. We now know what our customers see as our strengths, and where we can improve.

“The staff at EPIC are incredibly supportive; the best provider I have ever had. I’m getting support from a provider that genuinely understands my challenges. They’re empathetic and great communicators.” – Linda
“EPIC has played the most pivotal role in my journey back to the workforce. I cannot give enough praise to Davina as she has supported me throughout my journey. I will confidently say that I am your most satisfied client.” -Jesse
“EPIC really listen with compassion & understand me and my disability. My consultant has effective counselling skills that helps me to feel hopeful and confident in myself and my future employment.” – Jennifer

How are we tracking?

EPIC is extremely proud to have received an NPS score of 89 from our job seekers in the February 2025 survey, a growth from our score of 87 achieved in August 2024. This is a reflection of our team’s commitment to a personalised, supportive service, and the engagement of our participants at all stages of their employment journey.

A score between 70-100 is considered excellent, meaning that our job seekers are happy with the service EPIC provides. In fact, 91% of job seekers surveyed in February 2025 provided positive feedback and said EPIC was meeting and exceeding their expectations.

Where to next?

We will continue using the NPS system to understand our customers’ experiences every six months. Moving forward, we will work tirelessly to achieve the very best customer experience for every single job seeker and business we work with.

By actively seeking feedback and listening to our customers, EPIC aims to deliver a 10/10 service to everybody, every day, every time, without fail, no exceptions!