Asking for candidate feedback is your best resource for improving your candidate experience and a crucial step for creating a strong employer brand. Yet, in our research report, Inside the Candidate Experience, we found that 44% of organisations did not provide an opportunity for candidates to give feedback through a candidate experience survey.
In an HRO Today and PeopleScout global survey, employers reported significant challenges in capturing candidate feedback, with many saying that a top struggle is having “no formal way to capture candidate feedback.”
This is a missed opportunity. To truly improve your candidate experience, you must ask your candidates what they think and make improvements based on their input. If you’re not leveraging candidate survey tools to gather feedback from your candidates, you are passing up valuable insights that can help you improve your employer brand, lower attrition and shorten your hiring cycle.
Why is Candidate Experience Important?
As consumers, our expectations are soaring. We demand that brands deliver seamless, intuitive and personalised experiences to keep us engaged. In the fight for talent, the same rules apply.
Competition in the labour market and the increased demand for both diverse talent and digital skills means that coveted candidates have more options than ever before. They can afford to be picky, holding out for the employer that engages and inspires them during the recruitment process.
It’s easier than ever for job seekers to broadcast their impressions of your brand. In fact, 83% of candidates share their poor experiences with friends and family, with 54% taking to social media to voice their discontent—and that has major ramifications for your employer brand.
For 78% of candidates the overall candidate experience is an indicator of how a company values its people. Plus, candidates are also consumers, and a poor candidate experience can impact whether you retain an applicant as a customer.
Candidate Experience Survey Questions
If you’re serious about improving your candidate experience, the best way to source ideas is through your talent audience. Introducing a candidate experience survey is a must for any organization that wants to secure top talent. These insights are invaluable for identifying areas of improvement and can help you prioritise your candidate experience optimisation projects.
When it comes to measuring the candidate experience, NPS has become a popular metric.
Net Promoter Score, or NPS, began as a way for organisations to measure customer satisfaction and loyalty. By asking one question—“On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?”—organisations can gauge which customers are promoters, and which are detractors. The NPS scale ranges from -100 to +100, and the higher the score the better.
By applying this same concept to the candidate experience, a Candidate Net Promoter Score, or CNPS, becomes a benchmark with which to measure your candidate experience. It’s best practice to also include a place for candidates to provide additional thoughts and comments, so you can gather both quantitative data and qualitative data.
By asking one simple question and the candidate’s reasoning for their rating, you can gather valuable data to drive continuous improvement in your candidate experience. Measuring CNPS over time will show how your talent acquisition investments are impacting your overall recruitment outcomes.
When to Send a Candidate Experience Survey
Consider adding a candidate experience survey email to your CRM after critical stages in your recruitment process, like:
- After the completion of an application
- After the completion of an assessment center
- After the completion of an interview
- Upon rejection
- All of the above
Asking for feedback should be a priority regardless of outcome for the candidate.
Creating a Feedback Loop
Remember, when it comes to feedback throughout the recruitment process, it’s a two-way street. Employers should be equally committed to soliciting feedback from candidates about their experience, and providing feedback back to candidates, particularly to those who advance further into the selection process. Providing opportunities to give and collect feedback throughout the process will provide you with valuable insights and offer an engaging candidate experience, ultimately improving your recruitment outcomes.
To get the full research and more actionable candidate experience insights, download the Inside the Candidate Experience 2023 Report.