Zeroing in on candidate experience will provide organizations with a competitive edge.
By Debbie Bolla
The majority of organizations look to traditional metrics, like cost per hire, time to fill, and time to deliver, when measuring the success of their talent acquisition approach. But what’s next?
“Today, there are more measures around the moments of truth,” says Mark Condon, managing director of global product and solutions for Allegis Global Solutions.
Condon says this includes measuring:
- the qualitative impact of user experience at different stages of the process (measurement of the application process, understanding candidate drop-off rates);
- the satisfaction of the intake meeting for hiring managers;
- candidate interaction with the website and the recruiter when they are screened;
- candidate experience with hiring mangers;
- the offer management process; and
- the onboarding experience.
“These key moments of truth are vital to the user experience,” he says. Any poor experiences will have a large impact on Glassdoor ratings and the overall brand.
Condon says it is also important to measure these factors in real time and to address them in real time so the process can be changed and updated as needed. For example, organizations can leverage artificial intelligence for up-to-date survey feedback. Tools allow HR to survey candidates on many levels, including both chatbot and hiring manager experience, and with the feedback, HR can make improvements. For example, if a candidate reports that a hiring manager didn’t provide good information on the company, today’s technology can alert a recruiter who can then intervene with materials around the employee value proposition.
“Being able to use data in real time to adapt, morph, and recover is more important than historical records,” says Condon.