Article
September 2023
The Risks of Negative Candidate Touchpoints
A recent survey found that 49% of candidates rejected a job offer due to a poor hiring experience with a potential employer. Negative candidate experiences have serious consequences for organizations. In the short term, companies immediately lose top applicants. In the long term, firms may start developing an unfavorable employer brand.
Moreover, failing to streamline the hiring process can significantly reduce a firm’s applicant pool by disengaging passive candidates. According to a 2021 study, 37.3% of the workforce are passively searching for their next role. Unnecessarily detailed applications, requiring in-person initial screenings, and having poor follow-up systems are just a few risk factors that cause organizations to lose applicants.
By examining key stages of the hiring journey - (1) awareness and initial application, (2) screening, (3) interviews, and (4) offer acceptance - organizations can identify and enhance touchpoints to create a smooth, positive candidate experience.
Stage 1: Awareness and Initial Application
Activities during this stage:
In this stage, active candidates research new job opportunities through job board channels such as Indeed and LinkedIn or through the career section of a company’s website. Alternatively, passive candidates may first be contacted by a recruiter. After a candidate is aware of a new job opening, they may choose to submit an initial application.
How to improve the candidate experience:
Two key touch points to focus on in this stage are the job listing itself and the online application process. Enhance these touch points by:
- Ensuring the job responsibilities and qualifications sections are accurate and concise.
- Allowing candidates to “easy apply” whenever possible.
- Establishing follow-up systems to notify candidates about updates to their application.
Stage 2: Screening
Activities during this stage:
At this stage, hiring managers or recruiters screen applicants and initiate communication with shortlisted candidates.
How to improve the candidate experience:
Pay attention to the scheduling and initial screening touch points. Streamline this stage by:
- Allowing candidates to schedule time slots through the channel that is easiest for them (email, phone, text message).
- If the role is hybrid, let candidates complete the initial screening virtually or over the phone. Fully employed candidates will not have the opportunity to meet for multiple in-person interviews.
Stage 3: Interviews
Activities during this stage:
In this stage, candidates complete online or in-person interviews and may be required to submit additional technical assessments.
How to improve the candidate experience:
Consider the time elapsed between touch points and the quality of the feedback you give. Start by:
- Minimizing the time between scheduling and the actual interview to keep candidates engaged.
- Providing constructive feedback after interviews.
Stage 4: Decision-Making and Offer Acceptance
Activities during this stage:
At this stage, candidates receive an offer and determine whether they will accept the offer.
How to improve the candidate experience:
It is crucial that all communication with candidates in this phase is transparent and clear. Improve touch points in this phase by:
- Clearly stating the next steps for candidates and providing a point of contact for any additional questions.
- Making any prerequisites (such as a drug test) as effortless as possible.
Bringing It All Together: Creating A Seamless Hiring Experience
Successfully attracting and hiring job seekers requires organizations to carefully examine touchpoints in the candidate journey to ensure a seamless experience. Candidate success does not end in an offer acceptance; the best organizations smoothly integrate the hiring process with onboarding and employee retention initiatives. Consider which touch points you can improve to ensure you receive the most applications.