Net Promoter Score (NPS) is one of the most important Key Performance Indicators and measures of candidate satisfaction. Every candidate who attends either a telephone assessment or face-to-face assessment is sent an NPS survey by email in which they are asked to rate from 1 to 10:
How likely are you to recommend us to your family and friends?
How would you rate our careers website?
How would you rate the application process?
Candidates who give a rating of six or below are Detractors; those giving a seven or eight are Passives; and those giving a nine or 10 are Promoters. Subtracting the percentage of Detractors from the percentage of Promoters gives the overall NPS score.
We receive many applications for each role and, with an application to hire ratio of 25:1, the majority of applications result in a rejection. Our goal is to improve the score to 0 – so that the Promoters cancel out the Detractors.
On a global level anything above 0 is considered ‘good’ and above 50 is ‘excellent’.