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Melissa C. Thompson
Executive Director, Citrix Talent Acquisition
LinkedIn
Seeing Your Way Through
Candidate Experience
THE
CANDIDATE
JOURNEY
NPS: Net Promotor Score
Definition
Target Audience
All candidates who came
onsite to interview
Survey Question
Based on yo...
NPS can range from -100 (everyone would not refer others) to
100 (everyone absolutely would refer others). Anything above
...
Survey Email NPS Survey
Candidate Survey Communications
From 54 to 49
Citrix Global & Regional NPS
38
Global NPS
Americas
APAC
EMEA
From -33 to 25
From 0 to 26
Hmmm
A Few Quotes
Offer Accept Feedback
My experience was based mostly
on knowing the hiring manager. That
said, I did rec...
Ouch!
Detractors
When I came in for
the interview with the
manager, she was
very rude. Texting
and worried about
her email...
Key Findings
Common Themes but No Rocket Science
 Manager Engagement
 Volume of Interviews
 Lack of Feedback
Moving the Needle
Clarify Review Inform Select Prepare
C R I S P
CRISP Recruiting Model Winning Talent Manager Training/
Getting Started
One final note
Citrix offered a positive
but challenging interview
process with an employee
and opportunity focus.
Profess...
©2015 LinkedIn Corporation. All Rights Reserved.
Seeing your way through candidate experience | Talent Connect Anaheim
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Seeing your way through candidate experience | Talent Connect Anaheim

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Melissa Thompson, Executive Director, Citrix
A quality candidate experience is a major driver of success in any talent acquisition strategy. At Citrix, they decided to look at the quality of the candidate experience through the lens of the business focused Net Promoter Score (NPS). Using NPS, Citrix asks every candidate who goes through the interview process to rate their experience. What is unique about this metric is the the option for candidates to provide contact information. More than 70% of the candidates did. Find out what happens when Melissa’s team calls detractors who gave ratings between 0-6. The success is not in the measure but what is done with the information uncovered. Check out the best of Talent Connect: http://bit.ly/1MBqz6m

Published in: Recruiting & HR
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Seeing your way through candidate experience | Talent Connect Anaheim

  1. 1. Melissa C. Thompson Executive Director, Citrix Talent Acquisition LinkedIn Seeing Your Way Through Candidate Experience
  2. 2. THE CANDIDATE JOURNEY
  3. 3. NPS: Net Promotor Score Definition Target Audience All candidates who came onsite to interview Survey Question Based on your candidate experience, how likely are you to recommend a friend/ colleague apply for a job at Citrix? Timing Monthly survey, quarterly data review 0 1 2 3 4 5 6 7 8 9 10 Detractors Passives Promoters Net Promoter Score % Promoters % Detractors= −
  4. 4. NPS can range from -100 (everyone would not refer others) to 100 (everyone absolutely would refer others). Anything above 0 is considered ‘good’ and above 50 is ‘excellent’. Gerry Crispin, April 21, 2014 Blog Post, Recruiting Daily -100 0 50 100 Good Excellent Everyone Would Refer No One Would Refer
  5. 5. Survey Email NPS Survey Candidate Survey Communications
  6. 6. From 54 to 49 Citrix Global & Regional NPS 38 Global NPS Americas APAC EMEA From -33 to 25 From 0 to 26
  7. 7. Hmmm A Few Quotes Offer Accept Feedback My experience was based mostly on knowing the hiring manager. That said, I did receive a call from a recruiter based on my presence on LinkedIn. This gives me confidence that recruiters are doing a good job screening potential candidates in advance of contact. Hearing from a recruiter before even applying is a confidence booster. (6) Passive Recruiters communicated well, but two scheduled interviews with person I understood to be the hiring manager didn't happen. For the first, interviewer was a no-show. For the second, another interviewer was substituted with no warning. Not very professional. The conversations that I did have went well and were very professional. (8)
  8. 8. Ouch! Detractors When I came in for the interview with the manager, she was very rude. Texting and worried about her email / phone instead of chatting with me. She even told me to wait a minute during the interview. It was pretty bad. Completely unprofessional process, no one seemed like they knew what they were doing. It felt like the interviewer didn't prepare and the interview didn't have any direction. one more thing I don't understand why there was 4 people interview one interviewee. They didn't provide feedback about your interview or call to let you know you didn't get the job.
  9. 9. Key Findings Common Themes but No Rocket Science  Manager Engagement  Volume of Interviews  Lack of Feedback
  10. 10. Moving the Needle Clarify Review Inform Select Prepare C R I S P CRISP Recruiting Model Winning Talent Manager Training/
  11. 11. Getting Started
  12. 12. One final note Citrix offered a positive but challenging interview process with an employee and opportunity focus. Professional and personal / Cheers! (9)
  13. 13. ©2015 LinkedIn Corporation. All Rights Reserved.

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