{"id":58899,"date":"2017-04-26T05:51:37","date_gmt":"2017-04-26T09:51:37","guid":{"rendered":"https:\/\/www.bullhorn.com\/eu\/?p=58899"},"modified":"2019-03-01T21:19:55","modified_gmt":"2019-03-01T21:19:55","slug":"the-link-between-candidate-experience-and-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/www.bullhorn.com\/eu\/blog\/the-link-between-candidate-experience-and-customer-satisfaction\/","title":{"rendered":"The Link Between Candidate Experience and Customer Satisfaction"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Happy candidates and happy clients make for a happy recruiter. It\u2019s obvious that if each piece of the recruitment puzzle is content with the process, the whole show is likely to run smoother and more effectively.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But does the fit of one puzzle piece affect the fit of another? If your agency puts real effort into creating a candidate experience that\u2019s <\/span><i><span style=\"font-weight: 400;\">second-to-none<\/span><\/i><span style=\"font-weight: 400;\">, will this affect the mood of your clients on the other end of the equation? Or, as the Rolling Stones so eloquently put it, will they <\/span><i><span style=\"font-weight: 400;\">get no satisfaction<\/span><\/i><span style=\"font-weight: 400;\">?<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">Oh no no, no hey hey hey<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h3><b>Attracting the Best (and the Most) Candidates<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">To figure out whether tickling the tail of the recruiting snake will get the head laughing, let\u2019s first look at what naturally comes from focusing on the candidate experience. It\u2019s no secret that even in this time of candidate empowerment, many recruitment agencies treat their job seekers as little more than numbers on a screen. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Don\u2019t think that\u2019s true? Take a look at some numbers from a survey of 95,000 candidates completed as part of <\/span><a href=\"http:\/\/www.thetalentboard.org\/cande-awards\/cande-winners\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Candidate Experience Awards<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Over 61% of candidates who made it to the interview stage received no worthwhile information from their recruiter. <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">26% of candidates who attended interviews described the information given to them by their recruitment agencies as \u2018detailed\u2019. <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Only <\/span><b>5.5%<\/b><span style=\"font-weight: 400;\"> of unsuccessful candidates were given feedback from their recruiter that they found even <\/span><i><span style=\"font-weight: 400;\">moderately<\/span><\/i><span style=\"font-weight: 400;\"> useful. <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">55.9% of candidates didn\u2019t hear a peep from their recruiter post interview.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">That is only candidates who were of high enough quality enough to be submitted to and interviewed by clients. It doesn\u2019t even take into account the rest of the applicants or those who didn\u2019t make it to an interview. Most people would prefer <\/span><b>not<\/b><span style=\"font-weight: 400;\"> to see those stats!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With so few recruiters offering a complete and positive candidate experience, those that do are in rarefied air. If you work to make your agency an exception to this recruitment rule, you can expect to grow your <\/span><a href=\"https:\/\/herefish.com\/resources\/employment-brand\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">employment brand<\/span><\/a><span style=\"font-weight: 400;\"> which in turn can start doing some of the work for you. Positive experiences will encourage candidates to talk to other job seekers about their experiences, offering the sort of word of mouth marketing that <\/span><b>any<\/b><span style=\"font-weight: 400;\"> organisation, recruiting or otherwise, would dream of.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By putting an agency focus on <a href=\"https:\/\/www.bullhorn.com\/eu\/blog\/2017\/02\/5-secrets-building-great-candidate-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">building the candidate experience<\/a>, you\u2019ll attract a greater number of higher quality candidates. Top talent puts a high price on the comfort and effectiveness of the job seeking experience. <\/span><\/p>\n<hr \/>\n<h2><strong>If you build it, they will come*<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">*A good candidate experience, not a baseball field in a corn crop.<\/span><\/p>\n<hr \/>\n<h3><b>The Perks for the Customer<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">So let\u2019s presume that you\u2019ve got happy, healthy and plentiful talent at the candidate end of the equation. How does this affect things at the client end, if at all?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The perks should be fairly self-evident. More candidate choice, and candidates of a higher calibre than might otherwise be the case, will mean that your agency is in the best position to offer the perfect person for an open job. Your clients will be consistently happier with the personnel that you supply, which should really be the mission statement of any good recruitment agency.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But it\u2019s not just about the personnel you\u2019ll be able to offer. The speed of submission can also be drastically lowered when you share a good relationship with your candidates. The fact is that your clients will often quibble over the particulars of a position for months on end, but when they decide what they want or need, they expect you to be able to deliver within days, or even hours. Unfair? <\/span><i><span style=\"font-weight: 400;\">Sure<\/span><\/i><span style=\"font-weight: 400;\">. But a focus on offering up a good experience to your candidates will allow you to make the best of a challenging situation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A happy, trusting and motivated candidate will be more likely to take your call or answer your email when you try to make contact about an open position, and if you\u2019ve got a good number of appropriate candidates to offer up to your client, you\u2019ll be in a position to submit far more quickly than your competitors.\u00a0<\/span><\/p>\n<h3><b>A Focus on the Candidate Experience<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">So pushing the candidate experience domino will eventually lead to the customer satisfaction tile toppling over at the other end. But what form does this initial push take? What does a recruitment agency focus on to ensure that their candidate\u2019s experience is a good one?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are a few ways that any recruitment agency can work to heighten the affection that their candidates feel for them (many of these and more are covered in <\/span><a href=\"https:\/\/www.bullhorn.com\/eu\/resources\/recruiters-guide-candidate-engagement\/?LS=Website&amp;LSD=Blog&amp;LA=Candidate_Engagement_eBook_UK&amp;LAD=Candidate_Engagement_eBook_UK&amp;utm_source=blog&amp;utm_medium=website\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">The Recruiter&#8217;s Guide to Candidate Engagement<\/span><\/i><\/a><span style=\"font-weight: 400;\">):<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Send personalised communications rather than bulk where possible<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Communicate with your candidates as a habit, not just when you\u2019ve got a new job to tell them about<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Sell an open position in a way that shows how it would suit the specific candidate<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Manage the expectations of the candidate by being honest about their likelihood of success<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Identify or work on your agency&#8217;s USPs, and make them clear to your candidates<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Be as accessible as possible to your candidates<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">By focusing on and committing to providing a good candidate experience, you\u2019re giving your recruitment agency the greatest chance of long-term success. A happy candidate means a happy client, and a happy client means a happy recruiter.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The Rolling Stones were wrong if they were singing about recruitment (which I\u2019m pretty certain they were). You <\/span><b>can<\/b><span style=\"font-weight: 400;\"> get satisfaction, <\/span><i><span style=\"font-weight: 400;\">provided you focus on the satisfaction of your candidates first<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/p>\n<hr \/>\n<p><span class=\"il\"><strong><a href=\"http:\/\/herefish.com\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.bullhorn.com\/eu\/wp-content\/uploads\/sites\/21\/2017\/04\/J-hs.jpg\" alt=\"Candidate Experience\" class=\"alignleft wp-image-58900\" width=\"138\" height=\"174\" \/><\/a>About Jason:<\/strong> Jason<\/span><span> is the Co-Founder of\u00a0<a href=\"http:\/\/herefish.com\/\">Herefish<\/a>, a company dedicated to helping the recruitment industry better engage with their candidates and contacts. <\/span><span class=\"il\">Jason<\/span><span> spends his days working with customers and the\u00a0<a href=\"http:\/\/herefish.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Herefish<\/a> team, figuring out ways to build better relationships with candidates and potential clients.\u00a0<\/span><\/p>\n<p><span>Before Herefish, he was with the software company Sendouts, then on to industry-leading Bullhorn where he continued to build cool products. Outside of work, being active, getting outside and spending time with his two sons.<\/span><\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<a href=\"https:\/\/www.bullhorn.com\/eu\/resources\/recruiters-guide-candidate-engagement\/?LS=Website&amp;LSD=Blog&amp;LA=Candidate_Engagement_eBook_UK&amp;LAD=Candidate_Engagement_eBook_UK&amp;utm_source=blog&amp;utm_medium=website\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.bullhorn.com\/eu\/wp-content\/uploads\/sites\/21\/2017\/04\/candidate.png\" alt=\"positive candidate experience\" class=\"aligncenter wp-image-58901 size-full\" width=\"1350\" height=\"290\" srcset=\"https:\/\/www.bullhorn.com\/eu\/wp-content\/uploads\/sites\/21\/2017\/04\/candidate.png 1350w, https:\/\/www.bullhorn.com\/eu\/wp-content\/uploads\/sites\/21\/2017\/04\/candidate-768x165.png 768w\" sizes=\"auto, (max-width: 1350px) 100vw, 1350px\" \/><\/a>\n","protected":false},"excerpt":{"rendered":"<p>Happy candidates and happy clients make for a happy recruiter. It\u2019s obvious that if each piece of the recruitment puzzle is content with the process, the whole show is likely to run smoother and more effectively. But does the fit of one puzzle piece affect the fit of another? If your agency puts real effort [&hellip;]<\/p>\n","protected":false},"author":141,"featured_media":58902,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[585],"tags":[],"class_list":["post-58899","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tips-tricks-and-how-tos"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Candidate Experience and Customer Satisfaction | Bullhorn UK<\/title>\n<meta name=\"description\" content=\"Happy candidates and happy clients make for a happy recruiter. Improve the candidate experience and your customer experience will improve too. Here&#039;s why.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bullhorn.com\/eu\/blog\/the-link-between-candidate-experience-and-customer-satisfaction\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Candidate Experience and Customer Satisfaction | Bullhorn UK\" \/>\n<meta property=\"og:description\" content=\"Happy candidates and happy clients make for a happy recruiter. Improve the candidate experience and your customer experience will improve too. 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Before joining Bullhorn, Bob spent five years at the digital marketing agency, Brafton, as a Social Media and Engagement Manager. He earned his bachelor's degree from Siena College and his MFA in writing from Emerson College. Bob can most commonly be found writing or turning things that aren't games into games.","url":"https:\/\/www.bullhorn.com\/eu\/blog\/author\/bobmchugh\/"}]}},"grav_blocks":null,"card_markup":"<a class=\"card-resource\" href=\"https:\/\/www.bullhorn.com\/eu\/blog\/the-link-between-candidate-experience-and-customer-satisfaction\/\">\n\t\t\t<div aria-hidden=\"true\" class=\"card-resource__image-container\">\n\t\t\t<img class=\"card-resource__image\" alt=\"Candidate Experience\" title=\"Blog image 2\" src=\"https:\/\/www.bullhorn.com\/eu\/wp-content\/uploads\/sites\/21\/2017\/04\/Blog-image-2.png\" \/>\t\t<\/div>\n\t\t\t<div class=\"card-resource__content\">\n\t\t\t\t\t<span class=\"card-resource__category\">Tips, Tricks, and How-Tos<\/span>\n\t\t\t\t\t<h5 class=\"card-resource__title\">The Link Between Candidate Experience and Customer Satisfaction<\/h5>\n\t\t\t<\/div>\n<\/a>\n","_links":{"self":[{"href":"https:\/\/www.bullhorn.com\/eu\/wp-json\/wp\/v2\/posts\/58899","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bullhorn.com\/eu\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.bullhorn.com\/eu\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.bullhorn.com\/eu\/wp-json\/wp\/v2\/users\/141"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bullhorn.com\/eu\/wp-json\/wp\/v2\/comments?post=58899"}],"version-history":[{"count":0,"href":"https:\/\/www.bullhorn.com\/eu\/wp-json\/wp\/v2\/posts\/58899\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.bullhorn.com\/eu\/wp-json\/wp\/v2\/media\/58902"}],"wp:attachment":[{"href":"https:\/\/www.bullhorn.com\/eu\/wp-json\/wp\/v2\/media?parent=58899"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.bullhorn.com\/eu\/wp-json\/wp\/v2\/categories?post=58899"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.bullhorn.com\/eu\/wp-json\/wp\/v2\/tags?post=58899"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}