IT Pro Partners Enhances Customer Experience Management (CXM) with NPS®-Driven 'Beyond Agent Project'

Hajimari, the operator of the freelance and enterprise matching service 'IT Pro Partners' (Headquarters: Shibuya-ku, Tokyo; Representative Director: Naoto Kimura), has officially introduced NPS® (Net Promoter Score) as a core metric for customer experience management (CXM) and launched the 'Beyond Agent Project' starting in April 2026.

The Beyond Agent Project is part of a medium-to-long-term organizational transformation aimed at realizing the company’s vision of 'increasing independent talent and raising life satisfaction.'

At the company, career agents are referred to as 'Life Designers.' This term reflects their role as individuals who create value by accompanying users in designing their lives and careers through job matching and support. The project is led by the 'Life Design Department,' to which these Life Designers belong.

The NPS survey will be implemented primarily for the 'IT Pro Partners' matching service. It will consist of a two-tier system to be operated over approximately one year: R-NPS (Relationship NPS), an overall survey conducted every three months for users, and T-NPS (Transactional NPS), an automated survey delivered within 24 hours after an initial interview.

Through continuous NPS surveys and improvement cycles, the company intends to enhance the value provided to users and the quality of support for their independence. By connecting the insights gained to behavioral changes in Life Designers, the company aims to propagate improvements at touchpoints into increased motivation and organizational engagement across the company.

Background of the Project

Hajimari upholds the vision of 'increasing independent talent and raising life satisfaction' and a BHAG of 'becoming a truly great independent-creation company by 2035.' The Beyond Agent Project was launched with the conviction that regularly surveying user voices is a vital first step toward realizing this vision.

The name 'Beyond Agent Project' reflects the intention to listen to user voices and go beyond the traditional role of an agent to focus on 'Life Design' that engages with the user's entire life.

Overall Concept

The Beyond Agent Project is a medium-to-long-term initiative centered on NPS. The initial goal is for Life Designers to deepen their understanding of key elements for building continuous relationships with users and drive behavioral change. Subsequently, the project aims for these changes to translate into improved service quality and support for user independence. Ultimately, this leads to individual Life Designers recognizing the value of their work and, in turn, spreading organizational engagement that promotes the company’s vision and 2035 BHAG.

Overview of the 'Freelance Independence Support NPS Project'

- Project Name: Beyond Agent Project
- Target Audience: Approximately 100,000 IT Pro Partners users
- Duration: April 2026 – March 2027 (1 year)
- Operations: Two-tier structure of R-NPS and T-NPS.
- R-NPS (Relationship NPS): Distributed to all clients every three months to measure overall brand loyalty, with quarterly sharing sessions to address issues.
- T-NPS (Transactional NPS): Automatically delivered within 24 hours of an initial interview, providing immediate feedback on scores and comments for individual agents to facilitate rapid follow-ups for low-score cases.