Meet & Engage

Best Ways to Measure Candidate Experience

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“Are your candidates happy?”

As a resourcing pro, you’re bound to hear this question often.

Today’s candidates live in a fast-paced world, dominated by social media and an on-demand lifestyle.

When it comes to applying for jobs and undergoing a recruitment process that doesn’t meet these high expectations, candidates can and will drop out.

In fact, 18% of Gen Z drop-out of the recruitment process after offer, so what’s stopping them from spreading the news of their negative experience with friends, family or the dreaded internet so that it can spread like a wildfire?

There’s a reason we talk so much about candidate experience and how important it is to get right; without it, it could cost you thousands or even millions.

60% of candidates don’t want to take a survey that lasts longer than 10 minutes

Virgin Media lost an estimated £4.5m after 18% of applicants (who were also customers!) moved to another service provider as a result of a poor candidate experience.

While the importance of good candidate experience is widely understood, with 72% of employers investing or planning to invest in resources to improve candidate experience, our work with new clients has revealed that there’s still a lack of measurement being done around candidate experience and measuring ROI.

And it’s no wonder! Data can be difficult to capture and candidates now prefer to engage on their own terms.

With no solid data, meeting expectations becomes much more difficult.

Survey sites and services such as SurveyMonkey or Google Forms may be a reasonable solution. But the lack of branding and the experience that it offers in itself is likely to be unsuitable.

60% of candidates say that they don’t want to take a survey that takes longer than 10 minutes and so, even with tools like these, getting feedback from your candidates is still a challenge.

Here at Meet & Engage, we’ve found sending a Net Promoter Score (NPS) survey to be one of the easiest options for your candidates.

Candidates can provide feedback on their own terms at a time to suits them and it takes no more than a minute of their time to complete.

NPS is recognised and used by over two thirds of Fortune 1000 companies and although it’s often used to measure customer experience, candidates today have the same, consumer expectations and so, there’s no better metric to have in place.

Our clients have seen a lot of success with capturing candidate experience performance data from NPS surveys, particularly after moments of engagement with candidates.

That’s why the Meet & Engage live chat platform can automatically send NPS Survey’s to chat registrants and capture data to inform our clients what activity is working and where improvements can be made.

If you’re still feeling unfamiliar about what NPS is and would like to know more about how to use it effectively, check out Sarah’s blog.

Chatbots can also provide a wealth of insightful data.

In our recent webinar, we discussed quick-to-deploy feedback chatbots as a speedy solution to capturing valuable candidate experience data.

We’ve seen some impressive results from clients using data from a range of Candidate Experience Chatbots – FAQ, Screening and Match Me – for continuous improvement of their recruitment processes.

Using our screening bot,Yodel achieved a 97% satisfaction rate from candidates.

The wonderful thing about chatbots is that they are a solution that is available to candidates 24/7 and can be implemented at any stage of your recruitment process whether it’s pop-up on your career’s website or sent to candidates via a link that never expires.

Candidates can rate their experience and leave comments as feedback.

There a whole host of ways to gather feedback, but the most effective methods will be the ones that suit your recruitment process and crucially, work around your candidates needs and expectations.

I’ll leave you with a simple yet hugely relevant quote from Peter Drucker;

“If you can’t measure it, you can’t improve it.”

If you’d like to find out more about our suite of candidate experience technology and how it can support you with measuring and boosting your candidate experience, click here to book a demo.

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