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HR Services Case Study May 6, 2026

Transforming Feedback into Action: Global HR & Recruitment Agency

Industry Deep Dive • 6 min read

During a period of intense operational pressure, this Global HR & Recruitment Agency experienced unprecedented shifts in customer feedback. While traditional metrics simply showed a drop in satisfaction, Sentor's entity-based sentiment API uncovered the severe, structural root causes hidden within the noise.

The Challenge

The brand was receiving massive amounts of feedback across multiple channels. Legacy systems failed to differentiate between superficial complaints and deep-seated operational failures. The leadership team required profound diagnostics, not just a surface-level NPS score.

Sentor's Deep AI Analysis

By connecting their data pipelines to Sentor, the organization generated the following executive diagnostic, isolating the critical failures directly from the raw customer voice:

1. Executive Diagnostic


Brand health is Critical. Systemic failures in communication, ethical practices, and employee treatment are driving severe negative sentiment, leading to immediate legal threats and reputational damage.

2. Root Causes



Poor Communication & Misinformation


  • Failure: Recruiters provide inconsistent job information and frequently fail to follow up with candidates post-interview, leading to wasted applicant time and false hope.

  • Evidence: "Misleading information about the job online, When you arrive for the interview, it is not the same information given." (doc_5)

  • Root Cause: Service Failure

  • Business Impact: Churn, reputation, wasted operational resources


    • Unfair Pay & Non-compliant Practices


  • Failure: The organization is accused of illegal wage practices, underpayment, and non-compliance with worker rights regulations (e.g., AWR), compounded by predatory non-compete clauses.

  • Evidence: "They do not follow AWR which gives workers more rights and pay after 12 weeks." (doc_15)

  • Root Cause: Policy Gap

  • Business Impact: Legal risk, revenue loss (fines/settlements), severe reputation damage, churn


    • Unprofessional Conduct & Discrimination


  • Failure: Multiple instances of highly unprofessional staff behavior, including physical assault, racism, and general disrespect towards candidates and employees, with management failing to address reported incidents.

  • Evidence: "While administering the breathalyzer, the woman administering the breathalyzer hit me on the lower part of my nose" (doc_2), and "I made a complaint by the supervisor multiple times, but they never took any action to stop this racism" (doc_21).

  • Root Cause: Service Failure

  • Business Impact: Legal risk, severe reputation damage, employee churn


    • 3. Most Damaging Customer Voice


  • Quote: "They won’t tell you this though so remember ACAS is your friend and they are a free advice place to help against bullies and thieves like [The Company]." (doc_15)

  • Insight: This feedback is acutely destructive as it explicitly labels the company as "bullies and thieves," directly advises seeking external legal/advisory support (ACAS), and points to systematic non-compliance with legal entitlements. This escalates financial and reputational risk to the highest level.


    • 4. Recovery Roadmap



  • Immediate (24h): Launch internal investigation into physical assault (doc_2) and racism claims (doc_21), suspending involved personnel immediately.

  • Process Fix (30 days): Implement mandatory training for all recruiters on accurate job description communication, interview follow-up, and professional conduct. Establish clear, named communication channels for candidates.

  • Structural (90 days): Initiate a full audit of all contractor payment policies and non-compete clauses to ensure full legal compliance (specifically AWR in the UK). Develop and enforce a zero-tolerance policy for discrimination and harassment, with clear reporting and resolution protocols.

    • Transformation & Results

    By executing Sentor's prioritized Recovery Roadmap, the organization immediately rectified policy gaps and overhauled fulfillment logic. Within 90 days, the sentiment surrounding customer service improved significantly, preventing further reputational decay. The brand shifted from reactive guesswork to data-driven operational excellence.