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What does NPS stand for, and what are the benefits of measuring it?

Nora avatar
Written by Nora
Updated over a week ago

What is NPS? 

NPS stands for Net Promoter Score and is often used by companies to measure their satisfaction among their customers or employees. The score is measured by asking the recipient the following question:

How likely is it that you would recommend our company/product/service to a friend or colleague?

The main goal of measuring NPS is to understand the satisfaction level of the recipients. This allows the company to address their feedback and ensure that every effort is made to enhance or maintain their satisfaction.

How can we measure NPS in Teamtailor?

In Teamtailor you can use NPS to measure how satisfied your candidates are with your recruitment process. This will grant your company valuable insights that you can use to improve your recruitment process and candidate experience.

A Company Admin user needs to activate this feature in the Add-on feature center to get started

Once the NPS feature has been activated in the account, go to the candidate profile and click the three dots at the top. Here choose Send NPS survey to send and ask the candidate for feedback. If your candidate has applied to several jobs, you will be able to choose which job you would like to associate with this particular answer. 

When you've sent it, you will see Waiting for response on the candidate card, and when you sent the survey. 

It's possible to send out NPS surveys to several candidates at once using the Bulk feature. To automate this process, you can also add this as a Trigger.

What does the survey look like?  

Your candidates get an email with the subject "Help us get better". Your name and Company name will be the sender alias. Here's what the survey looks like ↓

After the candidate chooses a score, they're forwarded to a thank you page where they're encouraged to leave additional feedback.

If the candidate rates you with a 9 or a 10, they will get some confetti on the thank you page*. Don't we all love confetti? 🎉

*Make sure you have activated the Confetti feature found in your Global design settings in Content.

Analyze your scores

In Analytics → Overview → Recruitment, you will find two reports to help analyze your NPS scores.

NPS Overview

This report shows a full overview of all of your collected scores and feedback from your candidates. Here you can also find a graph that shows how your score has changed over time.

This is a great place to work with your NPS and get back to your candidates. Click Reply under the written feedback to get back to the candidate right away. By communicating and acting on the feedback you will be able to improve your company's overall NPS score.

NPS per stage

The second report will display scores for each stage during your recruitment process. It will show at which stage the candidate was when they answered your NPS. This is a great way to analyze the correlation between the different stages and the responses your candidates give you.

Maybe you see that candidates only reaching the Inbox stage have certain feedback? Or that candidates who have had a second interview gave a different type of insight.

It is also possible to export both of these reports to share them with others.

What does the score mean?

The recipient can answer the question "How likely are you to recommend a friend or colleague to apply for a job at {company_name}" with a number from 0 to 10. They are also given the option to give extra written feedback. 

Those who answer numbers between...

...9-10 are Promoters 🟢
...7-8 are Passive ⚪️
...0-6 are Detractors 🔴

The total Net Promoter Score is calculated by subtracting the percentage of candidates who are Detractors from the percentage of candidates who are Promoters. Passives are not counted for the total score, but does however increase the number of respondents, which means it decreases the percentage of detractors and promoters. A NPS can range from -100 to 100.

For example, if 60% of respondents are Promoters, 10% are Detractors, and 30% are Passives, the calculation would be: 60-10=50. This means your NPS would be 50.

Why should we use it for our recruitment?

  • Unhappy candidates might spread negative opinions about your brand, which can be harmful when trying to build a good employer brand. Take the time to understand their thoughts and take action.

  • When people talk negatively about your brand, it can impact your company significantly. They might share their bad experiences not only with their friends and family but also on social media, affecting your brand's image and potentially slowing down your business.

  • Make NPS an important measurement at your company to learn what candidates think about your processes. Candidates are as important as customers, if not more, and everyone in your company needs to be aware of this.

  • Asking candidates for feedback on your recruiting process demonstrates your commitment to ensuring their satisfaction. Companies that make such efforts are likely to be rewarded.

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