Using candidate feedback for recruiter reviews and managing recruiters is fast becoming standard practice these days. In fact MOST Survale clients use some form of candidate and/or hiring manager feedback in quarterly or annual recruiter reviews, incentive compensation or other systems for managing recruiters’ performance.
As the leading talent feedback platform provider for measuring candidate experience, Survale powers candidate feedback and experiential analytics for hundreds of organizations. And for most, that includes recruiter reviews from candidates. This is typically expressed as a recruiter Net Promoter Score (NPS). Candidate NPS reflects how many candidates would recommend a specific recruiter to friends or colleagues.
Many also use feedback from hiring managers to add another facet, capturing how well the recruiter interfaces with their main internal stakeholders. These two metrics can be combined, or considered separately.
These NPS scores become highly useful metrics for monitoring how well the recruiter represents the employer brand, the opportunities and the company to prospective employees. They also show how well recruiters support the needs of hiring managers. While these are not the only factors considered in managing recruiters’ performance, they encompass most of the key skills required to perform the job well.
Measuring NPS for Recruiter Reviews
So how is this done? Survale clients typically send out pulse surveys to candidates after key steps in the hiring process. The data and comments from candidates are organized into analytics dashboards that can be used to improve the overall hiring process. This includes the people and technologies that drive the process.
In other words, candidates tell companies what’s working, what’s not and why for their entire hiring process, including their recruiters.
At the same time, many organizations send out pulse surveys to managers when a requisition closes, asking them, both broadly and specifically, how well thier recruiter supported their needs.
For managing recruiters, the NPS ratings gathered from candidates and managers are simply filtered by each recruiter, giving recruiting leadership clear insight into how well recruiters are performing.
That’s a Lot of Data For Managing Recruiters
If this whole process sounds unwieldy, it would have been until recently. Technology now supports automating all of these thousands of feedback requests and the associated data analysis required to bring these kinds of metrics to life. In fact, most companies using feedback for managing recruiters never send out a survey. It all happens automatically. As a recruiter changes a candidate status in their ATS, Survale automatically pushes a feedback request to the candidate and crunches the numbers in real time. As a requisition is closed, Survale pushes a feedback request to the hiring manager associated with the requisition.
This all happens in real time with no intervention by a human required. When it is time to complete recruiter reviews, dashboards provide up to the minute NPS ratings for each recruiter AND all the comments provided by candidates and hiring managers that provide the examples needed to document good or poor performance.
Managing Recruiters Year Round
As we all know, managing performance should be a year round process. To this end many organizations make dashboards available to recruiters so they can monitor and manage their own performance. Being able to get feedback from candidates and hiring managers in real time gives recruiters a roadmap toward continuous improvement.
Survale client UiPath has used candidate and hiring manager feedback to evolve their recruiters toward a more consultative approach, while using this feedback in recruiter performance evaluations and KPIs tied to candidate experience.
At Workiva, candidate and hiring manager feedback forms the basis for evaluating recruiter performance for promotions and raises.
For organizations interested in exploring how their recruiting feedback can be used to manage recruiter performance, improve hiring results and support year round performance management, check out these talent feedback case studies.