Why a Candidate NPS is the Missing Piece in Your Hiring.

So,?you've?just wrapped up a detailed recruitment process and are curious about how candidates feel about their experience. Would they likely recommend your company to others, or did they walk away with a sour taste? This is where the Candidate Net Promoter Score (NPS) comes into play. But what exactly is Candidate NPS, how do you measure it, what score should you aim for, and why should you care??

Let's dive into these questions to understand the significance of Candidate NPS in the recruitment process.

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What is Candidate NPS?

Candidate Net Promoter Score (NPS) is a metric used to gauge the satisfaction and loyalty of candidates who have completed your recruitment process. Adapted from the traditional NPS used in customer satisfaction, Candidate NPS precisely measures how likely candidates are to recommend your company's hiring process to others. It provides insights into their overall experience, whether they were successful or not.

How Do You Measure Candidate NPS?

Measuring Candidate NPS involves a straightforward process:

To measure Candidate NPS, candidates are typically asked a straightforward question after completing a stage of the recruitment process: "On a scale of 0 to 10, how likely are you to recommend our recruitment process to a friend or colleague?" Based on their responses, candidates are categorised into three groups:

1. Promoters (9-10):?Highly satisfied candidates who will likely promote your company and its recruitment process to others.
2. Passives (7-8):?Satisfied but unenthusiastic candidates vulnerable to competitive job offers.
3. Detractors (0-6):?Unsatisfied candidates who may speak negatively about their experience.

The Candidate NPS is then calculated by subtracting the percentage of detractors from the percentage of promoters. The score can range from -100 to +100, with higher scores indicating a more favourable candidate experience.

NPS=%Promoters?%Detractors

For instance, if 50% of your respondents are Promoters and 20% are Detractors, your Candidate NPS would be 30.

What Score Should You Expect?

A Candidate NPS can range from -100 to +100. Generally, a positive score is good, and anything above 50 is excellent. Here's a quick breakdown:

• Above 50:?An excellent score indicating a highly positive candidate experience.
• 20 to 50:?A good score suggests that most candidates have had a positive experience with room for improvement.
• 0 to 20:?An average score highlighting the need for improvements in the recruitment process.
• Below 0:?A poor score, indicating significant issues that need to be addressed to improve candidate satisfaction.

Why Should You Care About Your Score?

Employer Brand

Enhancement of Employer Brand:?A high Candidate NPS indicates a well-received recruitment process, enhancing your employer brand and attracting top talent.?

Word-of-Mouth Promotion:?Satisfied candidates become brand ambassadors, promoting your company within their networks and social media.?

Recruitment Efficiency

Streamlining the Recruitment Process:?Candidate NPS surveys identify strengths and weaknesses in your recruitment process.?

Improved Candidate Experience:?A positive recruitment experience influences a candidate's decision to accept a job offer.?

Retention and Culture

Long-Term Retention:?A positive recruitment experience fosters a positive outlook in new hires, leading to higher job satisfaction and retention.?

Positive Company Culture:?A high-candidate NPS reflects a respectful and professional recruitment process, which promotes a positive company culture of respect, inclusion, and positivity.

Competitive Advantage

Attracting Top Talent:?A high-candidate NPS sets you apart in a competitive market. Top talent with multiple offers often chooses companies with positive candidate experiences, giving you an edge in attracting the best candidates.

Continuous Improvement:?Regularly collecting and acting on NPS feedback fosters a culture of continuous improvement, enhancing candidate experience and driving organisational excellence.

Cost Savings:?Improving candidate experience reduces recruitment costs by streamlining the process and increasing retention, lowering turnover costs associated with frequent recruitment and training.

Enhanced Productivity:?Employees who start with a positive experience are more engaged and productive, leading to better business outcomes and overall organisational success.

How to Improve Your Candidate NPS

You'll need a strategic approach to refining your NPS. Here are some practical steps:

Streamline Communication

• Regular Updates:?Keep candidates informed throughout the recruitment process, including application status, interview schedules, and delays.
• Clear Expectations:?Outline what candidates can expect, providing timelines and detailed information about each step.

Provide a Positive Interview Experience

• Welcoming Environment:?Train hiring managers to create a respectful and welcoming atmosphere.
• Constructive Feedback:?Offer helpful feedback to aid candidates' professional growth regardless of the outcome.
• Engaging Interviews:?Make interviews comfortable and engaging, encouraging candidates to ask questions and learn about the company culture.

Simplify the Application Process

• User-Friendly Platforms:?Ensure your job application platform is easy to navigate and accessible.
• Mobile Compatibility:?Ensure you optimise your application process for mobile devices.
• Clear Instructions:?Provide concise instructions for each step to reduce frustration.

Offer Personalization

• Customised Communication:?Personalise communication to reflect each candidate's journey.
• Flexible Scheduling:?Offer flexible interview scheduling to accommodate candidates' availability.
• Individual Recognition:?Recognise and appreciate each candidate's unique qualities and experiences.

Follow-Up

• Post-Process Surveys:?Send surveys after the recruitment process to gather detailed feedback.
• Continuous Improvement:?Use feedback to identify and implement areas for improvement.
• Show Appreciation:?Thank candidates for their feedback and inform them of changes made based on their input.

Implementing a Candidate-Centric Approach

A candidate-centric approach involves prioritising the experience and satisfaction of candidates throughout the recruitment process. Here are the key aspects to focus on

Empathy and Respect:

• Individual Recognition:?Treat every candidate with empathy and respect, acknowledging their effort and interest in applying. Personalise interactions to make candidates feel valued as individuals, not just applicants.
• Feedback and Support:?Provide constructive feedback at each stage, offering support and encouragement regardless of the outcome. This shows that you value their time and effort.

Transparency and Honesty:

• Clear Job Descriptions:?Be upfront about job roles, responsibilities, and expectations. Clearly outline what the job entails and the type of candidate you're looking for.
• Company Culture:?Provide an honest depiction of your company culture. Share insights into your workplace environment, values, and team dynamics to help candidates determine if they're a good fit.
• Recruitment Timeline:?Maintain transparency regarding the recruitment timeline. Inform candidates of key dates and any changes to the schedule to manage their expectations and reduce uncertainty.

Measuring and Improving Candidate Experience

Regular Feedback Collection:

• Surveys and Polls:?Use surveys and polls to gather feedback from candidates about their recruitment experience. Ask specific questions about different stages of the process to identify areas for improvement.
• Focus Groups:?Conduct focus groups with past candidates to gain deeper insights into their experiences and suggestions.

Continuous Improvement:

• Actionable Insights:?Analyse feedback to pinpoint specific issues and areas for enhancement. Develop action plans to address these issues and improve the recruitment process.
• Benchmarking:?Regularly benchmark your candidate experience metrics against industry standards to ensure you're competitive in attracting top talent.

Show Appreciation:

• Acknowledgement:?Regardless of the outcome, thank candidates for their interest and effort. A simple thank you message can go a long way in leaving a positive impression.
• Feedback Implementation:?Inform candidates of the changes made based on their feedback. This demonstrates that you value their input and are committed to improving the candidate experience.

Implementing a candidate-centric approach enhances the recruitment process. It strengthens your employer brand, making your organisation more attractive to top talent. Focusing on empathy, transparency, proactive engagement, and continuous improvement can create a positive and memorable experience for all candidates.

What Should Those Interested in This Topic Do Next?

If you want to improve your Candidate NPS and overall recruitment process:

1. Start?by evaluating your current practices.
2. Survey your recent candidates to gather feedback and calculate your baseline NPS.
3. Identify the key areas that need improvement and implement the strategies discussed above.
4. Remember, improving Candidate NPS is an ongoing process that requires continuous effort and adaptation to changing candidate expectations.
5. Stay updated with the latest recruitment trends and best practices to ensure your process remains competitive and candidate-friendly.

Online Resources and Tools for Further Research

1. Candidate Experience Benchmarking Tool?by Talent Board:?Talent Board
2. Recruitment Software Solutions?by Workable:?Workable
3. Candidate NPS Calculator?by SurveyMonkey: SurveyMonkey
4. Best Practices for Candidate Experience?by LinkedIn Talent Solutions:?LinkedIn Talent Solutions
5. Improving Candidate Experience?by Glassdoor: Glassdoor

Share, Comment, and Connect

Have you implemented Candidate NPS in your recruitment process? Share your experiences and tips in the comments below. Connect with other HR professionals and recruiters to exchange ideas and best practices. Let's build a community dedicated to improving candidate experiences and making the hiring process more efficient and enjoyable for everyone.

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