I recently co-presented with Trevor Higgs, the Director of Candidate Experience at Johnson & Johnson, at an Onconference event, and was delighted to understand how they use the concept of Net Promoter Score (or NPS) for candidate experience. Often, if your company is not using this yardstick, HR personnel are not aware of it. The NPS was first presented to the world by Bain and Company in a now-famous article called “The One Number You Need to Grow”. Often, leaders in marketing and operation are more aware of the NPS, but it can be really useful for Talent Acquisition leaders are well.
Indeed, J&J showed how TA is using the concept to respond to the needs of the candidates. As they learned along the way, candidates want J&J to be:
1. Transparent: by understand the end-to-end Hiring Process and knowing where they are in the process,
2. Helpful: by being informed on who they will be working with and able to ask questions, and
3. Engaging: by being prepared and supported at every phase.
In response to this, J&J launched a project called Shine in order to improve their candidate experience. How do they know if they are doing better? They measure a candidate Net Promoter Score!
They ask the question: “How likely is it that you would recommend Johnson & Johnson as a prospective employer to family and friends?”