The Net Promoter Score (NPS) is a widely used methodology to measure customer satisfaction and loyalty, but it can also be a valuable tool in recruitment.
In the context of attracting and selecting talent, applying NPS helps assess the candidate experience during the selection process, offering valuable insights to optimize hiring strategies.
NPS is calculated based on the question:
“On a scale of 0 to 10, how likely are you to recommend our company to friends or colleagues as a good place to go through a selection process?”
The responses are categorized as:
Promoters (9–10): Highly satisfied candidates who had a positive experience and would recommend the company.
Passives (7–8): Neutral candidates who didn’t have a bad experience but weren’t impressed either.
Detractors (0–6): Dissatisfied candidates who may have faced issues and have a negative perception of the company.
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, providing a clear indicator of the overall candidate experience perception.
Benefits of applying NPS to recruitment
Identifying gaps and improvement opportunities
Direct feedback from candidates helps reveal pain points in the selection process — such as poor communication, long timelines, or unstructured interviews — enabling a smoother and more positive candidate journey.
Strengthening employer branding
Satisfied candidates tend to share their positive experiences, directly influencing the company’s reputation in the job market. Organizations with high NPS scores become more attractive to top talent.
Increasing recruitment efficiency
A more structured and candidate-friendly process improves the conversion rate of qualified applicants, reduces turnover, and boosts engagement from the start of the employee journey.
How to improve NPS in recruitment
Automated communication
Lack of feedback is a common complaint. Automating updates at each stage ensures candidates stay informed, reducing frustration and uncertainty.
Personalized experience
Using technology to create tailored experiences — like adaptive screenings or interactive interviews — increases satisfaction and engagement.
Structured feedback
Regardless of the outcome, providing constructive feedback adds value and enhances the company’s image. This can be done through automated emails, meetings, or personalized reports.
Ongoing monitoring
NPS should be tracked continuously to enable quick, effective adjustments. Companies that analyze their results regularly evolve more consistently.
How Yapp helps improve your recruitment NPS
At Yellow, we believe a positive recruitment experience is essential. Our current NPS is 9.5, reflecting our commitment to recruitment excellence.
With Yapp, our recruitment platform, we automate communication, personalize hiring processes, and provide strategic insights to improve the candidate experience and increase your NPS.
Hear from our candidates
“I participated in a selection process conducted by Yellow in 2022 for a Senior Financial Analyst position in a very interesting program for a large multinational. Every interaction with the Yellow recruitment team was excellent.”
– Iana Ottoni
“I thought the process was very well conducted. From the first contact, Isabella was professional, polite, and friendly. She kept me informed at every stage with clear timelines. Even when there was no news, I was updated on the status and reasons.”
– Paula Santoro
“After a long time, I finally experienced a truly humanized selection process, which really impressed me. My profile was found through LinkedIn, and the communication about the role was very clear.”
– Douglas Oliveira
Satisfied candidates build a stronger employer brand.
With Yapp’s integrated NPS, you can measure candidate experience and pinpoint ways to improve your hiring journey.
Discover our solution and deliver a smoother, more human recruitment experience.
