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Candidate Experience
Myths, Measures & Best Practices
Candidate Experience
myth, 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.
RMS
Chat Room: “You bring hones...
Pacific Northwest National Laboratory
• Promises the experience you will
have…in advance.
T-Mobile*
• Provides "what I thi...
Capital One*
• Launched in 2012 a comprehensive
metrics effort. Recruiters tied to weekly
analytics. "Candidate first" tra...
Accenture:
• Developed a mobile interview app that can be
customized by the recruiter for candidates to
prepare more consi...
Bozzuto:
• CEO noticed a negative comment on
Glassdoor. TA leader set up an agent to send
ALL Glassdoor comments to the CE...
PepsiCo
• Contest for summer internship and
meeting with CMO led to thousands of
students applying. More than 1
internship...
Deloitte
• Surveyed 3000 candidates about
career goals as part of their ongoing
research on effort to supply candidate
nee...
Hyatt
• Aligns their well-known and well developed
“guest experience” practices to the Candidate
Experience – example: the...
MetLife:
• Built and validated a simulation that Candidates
found a learning experience and a face valid
assessment.
•Surv...
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 t...
Accountable
“How is Candidate Experience and Recruiter Performance
Aligned in your firm?”
It isn’t Informal
Review
Formal
...
TalentBoard 2014 Copyright ©
2014 March April May June July August September Oct
http://www.theCandEs.org
TalentBoard 2014 Copyright ©
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
IWillRe-Apply
I will Refer Others
Net CE² Scores
We can ...
© 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...
95,684
36,525
Understanding the Extremes
N= 24,376
EXTREMELY DISSATISFIED DISSATISFIED SATISFIED EXTREMELY SATISFIE
“How satisfied were you with the ability to pre...
© TalentBoard 2015
2.
Interview
and Screen
N= 19,935
A detailed agenda
was supplied in
advance of the
interview
Handed an
updated, printed
agenda at the
interview
In...
© 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...
N= 5,839
Any Feedback offered when told ‘No’?
No Feedback
Given
General and
Limited Value
Moderate
Amount of
Useful Feedba...
© 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 discourag...
“How Likely are you to APPLY AGAIN?”
“Extremely Likely”
5.7%
“Definitely Not”
“Extremely Likely”
“Definitely Not”
24.7%
62...
39
“How Likely are you to SHARE with your Inner Circle?”
82.8% 65.8%
TalentBoard 2014 Copyright ©
40
“How Likely are you to SHARE your experience publicly?”
51.0% 34.1%
TalentBoard 2014 Copyright ©
1,000,000 Applicants
per year
10,000 Hires per
year
990,000 Rejections
per year
How you communicate:
“You’re good enough t...
CareerBuilder HireRight HireVue
JobVite Manpower PeopleFluent
Montage Avature TalentWise Workday
QUESocial NAS Recruitment...
http://bit.ly/2014CandE_Report
@GerryCrispin
Linkedin.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 throug...
2015 cande   crispin
2015 cande   crispin
2015 cande   crispin
2015 cande   crispin
2015 cande   crispin
2015 cande   crispin
2015 cande   crispin
2015 cande   crispin
2015 cande   crispin
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2015 cande crispin

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

Published in: Recruiting & HR
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2015 cande crispin

  1. 1. Candidate Experience Myths, Measures & Best Practices
  2. 2. Candidate Experience myth, measure, merit
  3. 3. Source: CareerXroads Candidate Experience monograph, March, 2011
  4. 4. - Define - Map - Measure
  5. 5. 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.”
  6. 6. 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.
  7. 7. 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.
  8. 8. 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.
  9. 9. 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.
  10. 10. PepsiCo • Contest for summer internship and meeting with CMO led to thousands of students applying. More than 1 internship offered.
  11. 11. 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.
  12. 12. 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.
  13. 13. 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.
  14. 14. Seek Feedback & Listen “…were you invited by [X] to provide feedback about your experience…?”
  15. 15. Set Expectations “Was there anything you wished you knew about [X] or the job BEFORE you…?” 38,000 Candidates answered
  16. 16. 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]?”
  17. 17. 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
  18. 18. TalentBoard 2014 Copyright © 2014 March April May June July August September Oct http://www.theCandEs.org
  19. 19. TalentBoard 2014 Copyright © Everyone has a story. These stories are supported by evidence.
  20. 20. -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
  21. 21. © TalentBoard 2015 1. Application Process
  22. 22. 4/13/2015 TalentBoard 2013 Copyright © 28 H Application time had NO impact on candidate experience alone. “How long did it take...?”
  23. 23. 95,684 36,525 Understanding the Extremes
  24. 24. 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]?”
  25. 25. © TalentBoard 2015 2. Interview and Screen
  26. 26. 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
  27. 27. © TalentBoard 2015 3. Candidate Rejection
  28. 28. 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…
  29. 29. 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
  30. 30. © TalentBoard 2015 4. Business Case
  31. 31. “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%
  32. 32. “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 ©
  33. 33. 39 “How Likely are you to SHARE with your Inner Circle?” 82.8% 65.8% TalentBoard 2014 Copyright ©
  34. 34. 40 “How Likely are you to SHARE your experience publicly?” 51.0% 34.1% TalentBoard 2014 Copyright ©
  35. 35. 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.
  36. 36. CareerBuilder HireRight HireVue JobVite Manpower PeopleFluent Montage Avature TalentWise Workday QUESocial NAS Recruitment SevenStep RPO Skillsify SmashFly Virtual JobTryout WilsonHCG iMomentous Monster
  37. 37. http://bit.ly/2014CandE_Report @GerryCrispin Linkedin.com/in/GerryCrispin Good Hunting! http://www.theCandEs.org
  38. 38. • 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.

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