Building great candidate experience can feel like packing your kid an ornate lunchbox, hoping for good feedback but knowing you’re more likely to get a frustratingly ambiguous shrug. Did they love it? Did they hate it? WHO KNOWS!? Meanwhile, you’re stuck periodically sniffing for old sandwiches fermenting under a bed.
Not anymore! Well, not for your candidate experience at least. Our new WeirdlyNXS feature is here to help you put quantifiable certainty around your candidate experience. If you want to talk to someone today about how this might slot into your recruitment process, click here. Unfortunately, you’re still on your own with the lunchbox.
Weirdly’s new NXS feature borrows the best parts of the NPS (NetPromotorScore) tool, trusted by marketers all over the world, and tweaks it for the specific recruiting context. What does that mean exactly? Well, where NPS reports on customer loyalty based on answers to a simple question, NXS gives you tangible metrics around candidate experience using a similar question.
Why is NPS such a big deal?
Marketers love to talk about how difficult customer/brand relationships are to measure. Everyone agrees a customer’s loyalty to your brand is a pretty good indicator of great things like “buying more products” and “influencing contacts to buy more products”. These are signs a marketer is doing their job well, but loyalty is pretty hard to measure accurately. Enter, NPS.
NetPromoterScore is a simple question, worded and delivered in a specific way, that puts metrics to loyalty. The logic goes, the more loyal a customer feels toward your brand, they’re more likely to actively promote your products to their friends and networks.
Anyone who selects 9 or 10 is flagged as a “promoter” – they’re most likely be great brand ambassadors who spend a lot with you and/or recommend you to everyone they know. People who choose 7 or 8 are labelled “passives”. They’re pretty neutral – maybe not promoting you, but probably not bad-mouthing you either. Anyone scoring you between 0-6 are called “detractors”. These customers are the most likely to be unhappy with your product or service.
Subtracting the percentage of Detractors from the percentage of Promoters gives you your overall Net Promoter Score. This is the “one metric to rule them all” marketers use to answer the question “how good is our brand loyalty?”.
So why is NPS interesting to recruitment?
Just like with loyalty, putting hard numbers around your candidate experience is notoriously difficult. It’s also incredibly important – as our candidate experience impact calculator demonstrates.
Using the NPS model – very simple format, a single dip-stick metric – we believe it’s possible to create an accurate candidate experience measure. We’re calling it NXS – Net Experience Score.
So how is NXS different?
Measuring your candidate experience is often left as a retrospective exercise, done with successful candidates only. That’s frustrating because it relies on people’s recall and it doesn’t take into account all the other people who experienced the application process.
Recruiters and HR heads are starting to experiment with using the NPS question as a more immediate way to get feedback. At Weirdly, we liked this thinking, but kept getting stuck on the idea that measuring loyalty (like traditional NPS) doesn’t seem like the right metric for candidate experience. Think about it this way:
Imagine you’re an engineer, applying for your dream job at NASA. After completing your application, you’re asked the traditional NPS question. Most of your friends are designers so of course you wouldn’t recommend they apply for THIS job. Does that mean you had a bad candidate experience? Or does it just mean the question is measuring the wrong thing?
So we’ve come up with our own alternative – taking the best bits of NPS, but tweaking the question to better focus on how the candidate rates their experience. Slotted into the end of Weirdly’s custom screening quizzes, our NXS question is delivered to every single candidate after they’ve hit the submit button. The results are calculated as each candidate responds, then included in the regular reports shared with you by your Weirdly customer Manager.
If you’d like to get real, reportable metrics around candidate experience, choose a time to talk to our team about WeirdlyNXS today!