What is NPS and Why It Matters in Recruitment
The Net Promoter Score (NPS) is a widely used methodology for measuring customer satisfaction and loyalty — but it can also be a valuable tool in recruitment.
When applied in the context of talent attraction and selection, NPS helps evaluate the candidate experience throughout the hiring process, offering key insights for improving recruitment strategies.
NPS is calculated based on the question:
“On a scale from 0 to 10, how likely are you to recommend our company to friends or colleagues as a great place to apply?”
Responses are categorized as follows:
* Promoters (9-10): Highly satisfied candidates who had a positive experience and would recommend the company
* Passives (7-8): Neutral candidates who had an okay experience but weren’t particularly impressed
* Detractors (0-6): Dissatisfied candidates who may have faced issues during the process and hold a negative view of the company
To calculate NPS, subtract the percentage of Detractors from the percentage of Promoters, resulting in a clear indicator of overall candidate experience.
Benefits of Using NPS in the Hiring Process
Identifying gaps and improvement opportunities
Direct feedback from candidates helps highlight pain points in the recruitment journey, such as poor communication, long wait times, or disorganized interviews. This allows for better process optimization and a more seamless experience.
Strengthening your employer brand
Satisfied candidates are more likely to share their positive experiences, directly impacting your company’s reputation in the job market. A high NPS attracts top talent and boosts your employer brand.
Increasing recruitment efficiency
With a better-structured and more positive process, the conversion rate of qualified candidates rises — reducing turnover and increasing engagement from day one.
How to Improve NPS in Recruitment
Automated communication
Lack of feedback is one of the top complaints among candidates. Automating updates at each stage ensures everyone receives timely information, minimizing frustration.
Personalized experiences
Leverage technology to deliver tailored experiences, such as adaptive screenings and interactive interviews, to increase satisfaction and engagement.
Structured feedback
Regardless of the outcome, offering candidates constructive feedback adds value and improves their perception of your company. This can be done through automated emails, follow-up meetings, or personalized reports.
Continuous monitoring
NPS should be tracked regularly to enable quick, effective improvements. Companies that monitor their scores over time tend to evolve more consistently.
How Yapp Helps You Improve NPS in Recruitment
At Yellow, we know a successful recruitment process must deliver a positive experience for everyone involved. Our current NPS is 9.5, reflecting our commitment to excellence in hiring.
With Yapp, our recruitment platform, we automate communications, personalize journeys, and provide strategic insights to elevate the candidate experience and increase your NPS.
If you want to deliver an exceptional candidate experience, Yapp is for you!
See What Candidates Are Saying About Us
“Back in 2022, I joined a selection process led by Yellow for a Senior Financial Analyst position at a major multinational. Every interaction I had with Yellow’s recruitment team was excellent.”
— Iana Ottoni
“I thought the process was very well managed. From the first contact, Isabella was professional, polite, and friendly. She kept me informed at every step, shared deadlines, and followed up quickly — even when there was no new update, I was informed of the status and reason.”
— Paula Santoro
“After a long time, I finally experienced a truly humanized hiring process, which really impressed me. My profile was found on LinkedIn, and the communication about the position was clear from the beginning.”
— Douglas Oliveira
Happy candidates help build a stronger employer brand!
With Yapp’s integrated NPS, you can measure the candidate experience and identify improvements in your hiring process.
Discover our solution and offer a smoother, more human hiring journey.
