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What is NPS and why should we use it?

Suzan avatar
Written by Suzan
Updated over a week ago

What is NPS? 

NPS stands for Net Promoter Score and is used by companies to measure their satisfaction among their customers or employees. It consists of an email survey with the question How likely is it that you would recommend our company/product/service to a friend or colleague?

The main goal with an NPS is to get to know the recipient's satisfaction, and to be able to respond to their feedback, to make sure you do everything to make or keep them satisfied.

Why should we use it for our recruitment? 

  • Unhappy candidates are likely to speak badly about your brand, which could be devastating when building your employer brand. Get to know what they really think of you and take action. 

  • People speaking about your brand in a negative way will surely affect your company. They are likely to not only share their negative experiences with their inner circle, but also shout it to the world by posting on social media. This will affect the way your brand is perceived, and could potentially slow down your business. 

  • Make your NPS an important KPI at your company and show your colleagues what your candidates think of your processes. Your candidates are equally as important as your customers (if not more) and the rest of your company should know that. 

  • Asking candidates about their impression of your recruiting process shows that you are eager to make them happy. Companies that make an effort will also be rewarded

How does it work?

Go to the candidate profile and click the three dots in the top. Choose Send NPS survey. 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. 

To automate this process, you can also add this as a Trigger.

What does the survey look like?  

Your candidates gets an email with the subject "Help us get better". Your name and company name is the sender. 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 replies with a 9 or a 10, they will get some confetti on the thank you page. Don't we all love confetti? 🎉

Analyze your responses

In Analytics, you will have two new reports. The NPS Overview shows an overview over all of your responses, and a graph that shows your score over time. In the NPS per stage, you will see the scores for each stage. 

NPS per stage

This report shows in which stage the candidate was when they answered to 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 that only reached the inbox stage has certain feedback? Or that candidates that have had a second interview notice something else? 

NPS overview 

Get a full overview of all your scores and feedback. This is the best place to work with your NPS and get back to your candidates. Act on the feedback and improve your results. Click Reply under the feedback to get back to the candidate right away.

You can also export this report to share 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. He/she is also given the option to give extra feedback. 

Those who answer numbers between:

🔴 0-6 are Detractors

⚪️ 7-8 are Passive

🟢 9-10 are Promoters 

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.

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