Some of the critical findings from this past year's Candidate experience Awards

1. Candidate Experience
Myths, Measures & Best Practices

2. Candidate Experience
myth, measure, merit

3. Source: CareerXroads Candidate Experience monograph, March, 2011

4. - Define
- Map
- Measure

6. NBC Universal
‘Tech talk’…every Tuesday and ‘Ask the
Experts’….every Wednesday…every week.
RMS
Chat Room: “You bring honest questions.
We’ll bring honest answers.”

7. Pacific Northwest National Laboratory
• Promises the experience you will
have…in advance.
T-Mobile*
• Provides "what I think you should
know document" and day in the life
have had measurable effect.

8. Capital One*
• Launched in 2012 a comprehensive
metrics effort. Recruiters tied to weekly
analytics. "Candidate first" training.
Every person who applies is asked a
series of questions about their
treatment. 10,000 asks a month with
50-80% response rates. Ratings sliced
and diced by location, level, function
and recruiter.

9. Accenture:
• Developed a mobile interview app that can be
customized by the recruiter for candidates to
prepare more consistently for interviews etc.
Genentech:
• Requires all candidates to take interview
training.

10. Bozzuto:
• CEO noticed a negative comment on
Glassdoor. TA leader set up an agent to send
ALL Glassdoor comments to the CEO…and then
all C-level. Describing why we should Invest in
the Candidate Experience is no longer a problem.

11. PepsiCo
• Contest for summer internship and
meeting with CMO led to thousands of
students applying. More than 1
internship offered.

12. Deloitte
• Surveyed 3000 candidates about
career goals as part of their ongoing
research on effort to supply candidate
needs.
Intel
• Created a Candidate Care
team that researched
candidates and learned from
them how building core
relationships with recruiter
and hiring manager, led to
fewer declines. Measure
touch points in the pipeline.

13. Hyatt
• Aligns their well-known and well developed
“guest experience” practices to the Candidate
Experience – example: they introduce applicants
to employees in interview process…much earlier
in the process than they ordinarily would.

14. MetLife:
• Built and validated a simulation that Candidates
found a learning experience and a face valid
assessment.
•Survey new hires at beginning, 3 months and 1
year.

16. Seek Feedback & Listen
“…were you invited by [X] to provide feedback about
your experience…?”

17. Set Expectations
“Was there anything you wished you knew about [X] or the job
BEFORE you…?”
38,000 Candidates answered

18. Everyone gets up to bat
“How satisfied were you with the ability to present your
Skills, Knowledge and Experience
during the [Application, Interview] with [X]?”

19. Accountable
“How is Candidate Experience and Recruiter Performance
Aligned in your firm?”
It isn’t Informal
Review
Formal
no
Measure
Formal
no
Incentive
Non
Monetary
Connected

21. TalentBoard 2014 Copyright ©
2014 March April May June July August September Oct
http://www.theCandEs.org

22. TalentBoard 2014 Copyright ©
Everyone has a story.
These stories are supported by evidence.

24. -20
-10
0
10
20
30
40
50
60
70
80
90
0 10 20 30 40 50 60 70 80 90
IWillRe-Apply
I will Refer Others
Net CE² Scores
We can measure the difference in the way we treat candidates
Employers’ Candidate Net Promoter Scores
Some stories lead to better results

27. © TalentBoard 2015
1.
Application
Process

28. 4/13/2015 TalentBoard 2013 Copyright © 28
H
Application time had NO
impact on candidate
experience alone.
“How long did it take...?”

29. 95,684
36,525
Understanding the Extremes

30. N= 24,376
EXTREMELY DISSATISFIED DISSATISFIED SATISFIED EXTREMELY SATISFIE
“How satisfied were you with the ability to present your
Skills, Knowledge and Experience
during the Application with [X]?”

31. © TalentBoard 2015
2.
Interview
and Screen

32. N= 19,935
A detailed agenda
was supplied in
advance of the
interview
Handed an
updated, printed
agenda at the
interview
Interviewer
names, bkgrnd
provided prior to
interview
I was escorted
between each
interview
Provided job
fit, status,
feedback at the
end of the day
Provided
process, expenses
etc. and promised
follow up at end
None of the above

33. © TalentBoard 2015
3.
Candidate
Rejection

34. N= 5,838
“How were you informed you were not going to get the job?”
I was provided a link to
check my status
I received an email
from a ‘Do Not Reply’
address notifying…
I received an email from
a recruiter/hiring
manager notifying…
I received a phone call
from a recruiter/hiring
manager notifying…

35. N= 5,839
Any Feedback offered when told ‘No’?
No Feedback
Given
General and
Limited Value
Moderate
Amount of
Useful Feedback
Specific and
Valuable Feedback
I was
Encouraged to
Apply Again

36. © TalentBoard 2015
4.
Business
Case

37. “How Likely are you to REFER someone in the future?”
I would actively encourage
others to apply
I would actively discourage
others from applying
I would actively encourage
others to apply
I would actively discourage
others from applying
78.8%
.8%
4.5%
40.8%

38. “How Likely are you to APPLY AGAIN?”
“Extremely Likely”
5.7%
“Definitely Not”
“Extremely Likely”
“Definitely Not”
24.7%
62.0%
0.6%
TalentBoard 2014 Copyright ©

39. 39
“How Likely are you to SHARE with your Inner Circle?”
82.8% 65.8%
TalentBoard 2014 Copyright ©

40. 40
“How Likely are you to SHARE your experience publicly?”
51.0% 34.1%
TalentBoard 2014 Copyright ©

41. 1,000,000 Applicants
per year
10,000 Hires per
year
990,000 Rejections
per year
How you communicate:
“You’re good enough to be a customer but not good enough to work
here.” Has a serious impact on the bottom line.

45. CareerBuilder HireRight HireVue
JobVite Manpower PeopleFluent
Montage Avature TalentWise Workday
QUESocial NAS Recruitment SevenStep RPO Skillsify
SmashFly Virtual JobTryout WilsonHCG
iMomentous Monster

46. http://bit.ly/2014CandE_Report
@GerryCrispin
Linkedin.com/in/GerryCrispin
Good
Hunting!
http://www.theCandEs.org

47. • The mission of The Talent Board is to facilitate the evolution of the
employment candidate experience principally through the annual
production of The Candidate Experience Awards.
• The CandE Awards is a free, annual competition process where:
– Employers have the opportunity to benchmark their candidate
experience against that of other companies
– Employers have the opportunity to participate in a 3rd party survey of
their employment candidates to see what their candidates really think
of their process
• The CandE Award process is a competition, but it is also designed to
provide every organization that chooses to participate, confidential and
specific feedback on how they can improve their candidate experience.