Candidate Feedback is critical to making decisions regarding your hiring process. While we are able to capture direct feedback from candidates at any stage, we can also request an NPS score as well which is calculated per industry standard (more info below.)
What is a Candidate NPS (cNPS) score and why does it matter?
Net Promoter Score is often held up as the gold standard customer experience metric. First developed in 2003 by Bain and Company, it’s now used by millions of businesses to measure and track how they’re perceived by their customers. More recently, it has been adopted to help teams get a clear reading on their candidate experience across the board, and with Guide can be measured at every stage of the interview process.
When enabled, we will ask candidates after their interviews have ended:
How likely is it that you would recommend interviewing at [company] to a friend or colleague?
Respondents give a rating between 1 (not at all likely) and 10 (extremely likely) and, depending on their response, customers fall into one of 3 categories to establish an NPS score:
Promoters respond with a score of 9 or 10 and are extremely pleased with their candidate experience thus far.
Passives respond with a score of 7 or 8. They are satisfied with their candidate experience but not yet a promoter or not displeased enough to be a detractor.
Detractors respond with a score of 0 to 6. These are candidates not pleased with their interviewing experience thus far or at this given stage.
Per industry standard we ignore any passive scores, and subtract the percentage of detractors from the positive promoters. So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter is a score of 40.
This NPS feedback remains anonymous and is aggregated with our existing feedback questions, not shared until a hiring decision is made for the given role.
Your feedback dashboard will aggregate and display the results for the time period and/or role selected.
What is a good score?
A positive cNPS score means that your promoters outweigh your detractors, and generally a score above 50 is considered excellent. There is also interesting data around what these "promoters" offer you in terms of company awareness. One study conducted by IBM found that 62% of applicants that are satisfied with their experience as a candidate go on to recommend the company to others and a further 38 percent more likely to accept a job offer from that company.
How do candidates give feedback in Guide?
Can I disable NPS?
The NPS survey is turned on by default but can be turned off in Settings > Configuration