2015 cande crispin

Candidate ExperienceMyths, Measures & Best Practices

Candidate Experiencemyth, measure, merit

Source: CareerXroads Candidate Experience monograph, March, 2011

- Define- Map- Measure

NBC Universal ‘Tech talk’…every Tuesday and ‘Ask the

Experts’….every Wednesday…every week.

RMSChat Room: “You bring honest questions.

We’ll bring honest answers.”

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.

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.

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.

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.

PepsiCo• Contest for summer internship and

meeting with CMO led to thousands of

students applying. More than 1

internship offered.

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.

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.

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.

Seek Feedback & Listen

“…were you invited by [X] to provide feedback about your experience…?”

Set Expectations

“Was there anything you wished you knew about [X] or the job BEFORE you…?”

38,000 Candidates answered

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]?”

Accountable

“How is Candidate Experience and Recruiter Performance

Aligned in your firm?”

It isn’t InformalReview

Formalno

Measure

Formalno

Incentive

NonMonetary

Connected

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2014

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Everyone has a story.

These stories are supported by evidence.

-20

-10

0

10

20

30

40

50

60

70

80

90

0 10 20 30 40 50 60 70 80 90

I Will

Re

-Ap

ply

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

© TalentBoard 2015

1. Application

Process

4/13/2015 TalentBoard 2013 Copyright © 28

H

Application time had NO impact on candidate

experience alone.

“How long did it take...?”

95,684

36,525

Understanding the Extremes

N= 24,376

EXTREMELY DISSATISFIED DISSATISFIED SATISFIED EXTREMELY SATISFIED

“How satisfied were you with the ability to present your

Skills, Knowledge and Experience

during the Application with [X]?”

© TalentBoard 2015

2. Interview

and Screen

N= 19,935

A detailed agendawas supplied in advance of the

interview

Handed anupdated, printed

agenda at the interview

Interviewernames, bkgrnd

provided prior to interview

I was escortedbetween each

interview

Provided jobfit, status,

feedback at the end of the day

Provided process, expensesetc. and promisedfollow up at end

None of the above

© TalentBoard 2015

3.Candidate Rejection

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 emailfrom a ‘Do Not Reply’

address notifying…

I received an email froma recruiter/hiring

manager notifying…

I received a phone callfrom a recruiter/hiringmanager notifying…

N= 5,839

Any Feedback offered when told ‘No’?

No Feedback Given

General andLimited Value

ModerateAmount of

Useful Feedback

Specific andValuable Feedback

I was Encouraged to

Apply Again

© TalentBoard 2015

4. Business

Case

“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%

“How Likely are you to APPLY AGAIN?”

“Extremely Likely”

5.7%

“Definitely Not”

“Extremely Likely”

“Definitely Not”

24.7%

62.0%

0.6%

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39

“How Likely are you to SHARE with your Inner Circle?”

82.8% 65.8%

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40

“How Likely are you to SHARE your experience publicly?”

51.0% 34.1%

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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.

CareerBuilder HireRight HireVueJobVite Manpower PeopleFluent

Montage Avature TalentWise Workday

QUESocial NAS Recruitment SevenStep RPO SkillsifySmashFly Virtual JobTryout WilsonHCG

iMomentous Monster

http://bit.ly/2014CandE_Report

@GerryCrispinLinkedin.com/in/GerryCrispin

Good Hunting!

http://www.theCandEs.org

• 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.