When a Party Means So Much More

On the 18th of July at 1:50 pm, our founder reminded us of the location of our meeting. “In ten minutes sharp, we will meet on the side of the canal opposite the office!”. We were about to go on a boat ride.  Our employees enjoyed a picnic on the boat while...

Polestar: The Story of Our Design System

What Is a Design System? If you look it up in a dictionary, the definition of “design system” is quite straightforward. It's a series of elements that can be re-used in different combinations, to make it easier to manage design at scale. To make it more...

How to get the highest response rates for your feedback

Asking for feedback is crucial - once you get it, it is a very powerful tool to understand what you should improve on, and what you should avoid, in order to provide a better service to your customer base. But without enough results coming in, you can’t say anything...

Starred or Bullhorn’s Feedback Solution? A comparison.

Are you a Bullhorn user, wondering if you should opt for Bullhorn or Starred when it comes to your feedback solution? We will compare both services in detailed bullet points below. We all know our partner Bullhorn as the leading ATS for the staffing industry. However,...

Starred’s Feedback Form Page Evolution

What’s new? We recently updated the design of our feedback forms and offered our clients the option of how they want to send them - either all questions on a single page or one question per page. You can choose your preferred version in the Form Composer and try it...

How To Measure Candidate Experience

It’s already well established: bad candidate experience is costly to your business, and good CX has excellent ROI. With poor CX you won’t be earning precious candidate referrals, and you can expect to be spending a disproportionate amount of your time putting out...

What’s the ROI on a good Candidate Experience?

Since the ‘run for talent’ is at its all time high, the ‘Candidate Experience’ is currently on the lips of everyone working in recruitment. According to the members of The Society for Human Resource Management, in the last decade we saw a trend towards hiring quickly...

3 Best Practices for Feedback in 2019

A new year means new years resolutions and new business goals. Why not double down and set yourself up with some healthy habits when it comes to setting your business goals as well? When setting your feedback goals and implementing feedback projects for 2019 there’s a...

How to Apply NPS to Candidate Experience

In recent years NPS has evolved from being primarily a customer/marketing metric to an expanded set of use cases: HR and recruitment are now realizing the potential of NPS as an indicator of their performance and future success. In this article I’ll discuss the...

What’s in an email?

What’s in an email? A lot actually. As the primary channel that our clients use to reach respondents, it’s an important part of our business.

3 Ways to Fuel Startup Growth with Feedback

Starting up? Don’t overlook the value of early stage feedback. In this article I’ll explain 3 key reasons why metrics like Net Promoter Score and Customer Effort Score will be instrumental to your growth. Feedback is an incredibly versatile instrument in business...

How to build a business case for NPS

To show investing in NPS feedback makes sense, you need to show it makes business sense. In this blog series, Starred’s finance guru Peter Strik breaks it down.   Customer centricity is essential to your organization’s long term success. That’s why smart...

Thoughts on value-driven product strategy

If you walk into a dark room, the first thing you do is turn the lights on. It’s an immediate reaction that we are used to doing and is generally a norm. The best way to build great products is to listen and engage with user feedback. However, although it’s considered...

The Most Relevant Metrics For Candidate Experience

Depending on your issue there will be many ways to gather insight. Let's present some valuable metrics for you to use. But first of all, let's divide them into 3 categories. You have metrics you can gather without interacting with candidates, cNPS, for which you ask...

How to get the highest response rates for your feedback

Asking for feedback is crucial - once you get it, it is a very powerful tool to understand what you should improve on, and what you should avoid, in order to provide a better service to your customer base. But without enough results coming in, you can’t say anything...

Starred or Bullhorn’s Feedback Solution? A comparison.

Are you a Bullhorn user, wondering if you should opt for Bullhorn or Starred when it comes to your feedback solution? We will compare both services in detailed bullet points below. We all know our partner Bullhorn as the leading ATS for the staffing industry. However,...

How To Measure Candidate Experience

It’s already well established: bad candidate experience is costly to your business, and good CX has excellent ROI. With poor CX you won’t be earning precious candidate referrals, and you can expect to be spending a disproportionate amount of your time putting out...

What’s the ROI on a good Candidate Experience?

Since the ‘run for talent’ is at its all time high, the ‘Candidate Experience’ is currently on the lips of everyone working in recruitment. According to the members of The Society for Human Resource Management, in the last decade we saw a trend towards hiring quickly...

3 Best Practices for Feedback in 2019

A new year means new years resolutions and new business goals. Why not double down and set yourself up with some healthy habits when it comes to setting your business goals as well? When setting your feedback goals and implementing feedback projects for 2019 there’s a...

How to Apply NPS to Candidate Experience

In recent years NPS has evolved from being primarily a customer/marketing metric to an expanded set of use cases: HR and recruitment are now realizing the potential of NPS as an indicator of their performance and future success. In this article I’ll discuss the...

How to build a business case for NPS

To show investing in NPS feedback makes sense, you need to show it makes business sense. In this blog series, Starred’s finance guru Peter Strik breaks it down.   Customer centricity is essential to your organization’s long term success. That’s why smart...

3 New Year’s Resolutions for Feedback in 2018

As we move into 2018 it’s time for making plans to get the next year off to a great start. If you’re working with feedback you’ll already know how essential it is to know if you’re on the right track. Here are our top 3 New Year’s resolutions to make feedback a...

How do I calculate my Net Promoter Score?

The Net Promoter Score (NPS) is an index that runs from -100 to 100 and shows how willing customers are to recommend the company to others. Currently this indicator is used the most to give insights in customer loyalty. Without a doubt you have already seen the Net...

How to get the highest response rates for your feedback

Asking for feedback is crucial - once you get it, it is a very powerful tool to understand what you should improve on, and what you should avoid, in order to provide a better service to your customer base. But without enough results coming in, you can’t say anything...

3 Best Practices for Feedback in 2019

A new year means new years resolutions and new business goals. Why not double down and set yourself up with some healthy habits when it comes to setting your business goals as well? When setting your feedback goals and implementing feedback projects for 2019 there’s a...

How to build a business case for NPS

To show investing in NPS feedback makes sense, you need to show it makes business sense. In this blog series, Starred’s finance guru Peter Strik breaks it down.   Customer centricity is essential to your organization’s long term success. That’s why smart...

3 New Year’s Resolutions for Feedback in 2018

As we move into 2018 it’s time for making plans to get the next year off to a great start. If you’re working with feedback you’ll already know how essential it is to know if you’re on the right track. Here are our top 3 New Year’s resolutions to make feedback a...

How do I calculate my Net Promoter Score?

The Net Promoter Score (NPS) is an index that runs from -100 to 100 and shows how willing customers are to recommend the company to others. Currently this indicator is used the most to give insights in customer loyalty. Without a doubt you have already seen the Net...

How to get the highest response rates for your feedback

Asking for feedback is crucial - once you get it, it is a very powerful tool to understand what you should improve on, and what you should avoid, in order to provide a better service to your customer base. But without enough results coming in, you can’t say anything...

3 Best Practices for Feedback in 2019

A new year means new years resolutions and new business goals. Why not double down and set yourself up with some healthy habits when it comes to setting your business goals as well? When setting your feedback goals and implementing feedback projects for 2019 there’s a...

3 Ways to Fuel Startup Growth with Feedback

Starting up? Don’t overlook the value of early stage feedback. In this article I’ll explain 3 key reasons why metrics like Net Promoter Score and Customer Effort Score will be instrumental to your growth. Feedback is an incredibly versatile instrument in business...

How to build a business case for NPS

To show investing in NPS feedback makes sense, you need to show it makes business sense. In this blog series, Starred’s finance guru Peter Strik breaks it down.   Customer centricity is essential to your organization’s long term success. That’s why smart...

The Ultimate Guide: Customer Effort Score (CES)

What is Customer Effort Score, and what is its purpose? Customer Effort Score (CES) is a customer satisfaction metric. It measures the perceived level of effort required from a customer to work with a company. Most often it’s used in scenarios to ask how much effort...

3 New Year’s Resolutions for Feedback in 2018

As we move into 2018 it’s time for making plans to get the next year off to a great start. If you’re working with feedback you’ll already know how essential it is to know if you’re on the right track. Here are our top 3 New Year’s resolutions to make feedback a...

Evaluate your Customer Service

For many companies, Starred is the answer to traditional, dull customer satisfaction surveys. Starred is used to collect customer feedback on a structural basis, without bothering their clients with endless questionnaires. This way, Starred...

How do I calculate my Net Promoter Score?

The Net Promoter Score (NPS) is an index that runs from -100 to 100 and shows how willing customers are to recommend the company to others. Currently this indicator is used the most to give insights in customer loyalty. Without a doubt you have already seen the Net...

Net Promoter Score: a means rather than a goal

Knowing the Net Promoter Score of your organization is important. It is, however, crucial to realize that it’s just an indicator not an all-decisive factor or goal in itself. After all, it doesn’t tell you why you scored the way you did. Therefore, you need to...

7 Examples of ultimate customer-centricity

Every company has customer satisfaction high on the agenda these days. But just having happy customers doesn’t mean you’re the best in the business, these customers are not per definition loyal customers. To create true loyalty amongst your customers, you...

Checklist for the first customer feedback round

Customer satisfaction survey Sending out the first feedback batch is exciting. They are your valuable customers after all and spamming them is the least you want to do. Therefore we thought we might share some tips to take away the first feedback fever. Our top...

Polestar: The Story of Our Design System

What Is a Design System? If you look it up in a dictionary, the definition of “design system” is quite straightforward. It's a series of elements that can be re-used in different combinations, to make it easier to manage design at scale. To make it more...

Starred or Bullhorn’s Feedback Solution? A comparison.

Are you a Bullhorn user, wondering if you should opt for Bullhorn or Starred when it comes to your feedback solution? We will compare both services in detailed bullet points below. We all know our partner Bullhorn as the leading ATS for the staffing industry. However,...

Starred’s Feedback Form Page Evolution

What’s new? We recently updated the design of our feedback forms and offered our clients the option of how they want to send them - either all questions on a single page or one question per page. You can choose your preferred version in the Form Composer and try it...

What’s in an email?

What’s in an email? A lot actually. As the primary channel that our clients use to reach respondents, it’s an important part of our business.

Thoughts on value-driven product strategy

If you walk into a dark room, the first thing you do is turn the lights on. It’s an immediate reaction that we are used to doing and is generally a norm. The best way to build great products is to listen and engage with user feedback. However, although it’s considered...

In-depth: Respondent Feedback Form

Design is both art and science. In this longer read we’ve got Starred UX Designer Mac Kozal sharing his research insights and creative process from the Feedback Form redesign. The Challenge We put a quote of Ken Blanchard at the bottom of our webpage: “Feedback is the...

When a Party Means So Much More

On the 18th of July at 1:50 pm, our founder reminded us of the location of our meeting. “In ten minutes sharp, we will meet on the side of the canal opposite the office!”. We were about to go on a boat ride.  Our employees enjoyed a picnic on the boat while...

The Most Relevant Metrics For Candidate Experience

Depending on your issue there will be many ways to gather insight. Let's present some valuable metrics for you to use. But first of all, let's divide them into 3 categories. You have metrics you can gather without interacting with candidates, cNPS, for which you ask...

How to get the highest response rates for your feedback

Asking for feedback is crucial - once you get it, it is a very powerful tool to understand what you should improve on, and what you should avoid, in order to provide a better service to your customer base. But without enough results coming in, you can’t say anything...

Starred or Bullhorn’s Feedback Solution? A comparison.

Are you a Bullhorn user, wondering if you should opt for Bullhorn or Starred when it comes to your feedback solution? We will compare both services in detailed bullet points below. We all know our partner Bullhorn as the leading ATS for the staffing industry. However,...

How To Measure Candidate Experience

It’s already well established: bad candidate experience is costly to your business, and good CX has excellent ROI. With poor CX you won’t be earning precious candidate referrals, and you can expect to be spending a disproportionate amount of your time putting out...

What’s the ROI on a good Candidate Experience?

Since the ‘run for talent’ is at its all time high, the ‘Candidate Experience’ is currently on the lips of everyone working in recruitment. According to the members of The Society for Human Resource Management, in the last decade we saw a trend towards hiring quickly...

3 Best Practices for Feedback in 2019

A new year means new years resolutions and new business goals. Why not double down and set yourself up with some healthy habits when it comes to setting your business goals as well? When setting your feedback goals and implementing feedback projects for 2019 there’s a...

How to Apply NPS to Candidate Experience

In recent years NPS has evolved from being primarily a customer/marketing metric to an expanded set of use cases: HR and recruitment are now realizing the potential of NPS as an indicator of their performance and future success. In this article I’ll discuss the...

How to build a business case for NPS

To show investing in NPS feedback makes sense, you need to show it makes business sense. In this blog series, Starred’s finance guru Peter Strik breaks it down.   Customer centricity is essential to your organization’s long term success. That’s why smart...

3 New Year’s Resolutions for Feedback in 2018

As we move into 2018 it’s time for making plans to get the next year off to a great start. If you’re working with feedback you’ll already know how essential it is to know if you’re on the right track. Here are our top 3 New Year’s resolutions to make feedback a...

How do I calculate my Net Promoter Score?

The Net Promoter Score (NPS) is an index that runs from -100 to 100 and shows how willing customers are to recommend the company to others. Currently this indicator is used the most to give insights in customer loyalty. Without a doubt you have already seen the Net...

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

How to get the highest response rates for your feedback

Asking for feedback is crucial - once you get it, it is a very powerful tool to understand what you should improve on, and what you should avoid, in order to provide a better service to your customer base. But without enough results coming in, you can’t say anything...

3 Best Practices for Feedback in 2019

A new year means new years resolutions and new business goals. Why not double down and set yourself up with some healthy habits when it comes to setting your business goals as well? When setting your feedback goals and implementing feedback projects for 2019 there’s a...

How to build a business case for NPS

To show investing in NPS feedback makes sense, you need to show it makes business sense. In this blog series, Starred’s finance guru Peter Strik breaks it down.   Customer centricity is essential to your organization’s long term success. That’s why smart...

3 New Year’s Resolutions for Feedback in 2018

As we move into 2018 it’s time for making plans to get the next year off to a great start. If you’re working with feedback you’ll already know how essential it is to know if you’re on the right track. Here are our top 3 New Year’s resolutions to make feedback a...

How do I calculate my Net Promoter Score?

The Net Promoter Score (NPS) is an index that runs from -100 to 100 and shows how willing customers are to recommend the company to others. Currently this indicator is used the most to give insights in customer loyalty. Without a doubt you have already seen the Net...

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

The Most Relevant Metrics For Candidate Experience

Depending on your issue there will be many ways to gather insight. Let's present some valuable metrics for you to use. But first of all, let's divide them into 3 categories. You have metrics you can gather without interacting with candidates, cNPS, for which you ask...

Polestar: The Story of Our Design System

What Is a Design System? If you look it up in a dictionary, the definition of “design system” is quite straightforward. It's a series of elements that can be re-used in different combinations, to make it easier to manage design at scale. To make it more...

How to get the highest response rates for your feedback

Asking for feedback is crucial - once you get it, it is a very powerful tool to understand what you should improve on, and what you should avoid, in order to provide a better service to your customer base. But without enough results coming in, you can’t say anything...

Starred or Bullhorn’s Feedback Solution? A comparison.

Are you a Bullhorn user, wondering if you should opt for Bullhorn or Starred when it comes to your feedback solution? We will compare both services in detailed bullet points below. We all know our partner Bullhorn as the leading ATS for the staffing industry. However,...

How To Measure Candidate Experience

It’s already well established: bad candidate experience is costly to your business, and good CX has excellent ROI. With poor CX you won’t be earning precious candidate referrals, and you can expect to be spending a disproportionate amount of your time putting out...

What’s the ROI on a good Candidate Experience?

Since the ‘run for talent’ is at its all time high, the ‘Candidate Experience’ is currently on the lips of everyone working in recruitment. According to the members of The Society for Human Resource Management, in the last decade we saw a trend towards hiring quickly...

3 Best Practices for Feedback in 2019

A new year means new years resolutions and new business goals. Why not double down and set yourself up with some healthy habits when it comes to setting your business goals as well? When setting your feedback goals and implementing feedback projects for 2019 there’s a...

How to Apply NPS to Candidate Experience

In recent years NPS has evolved from being primarily a customer/marketing metric to an expanded set of use cases: HR and recruitment are now realizing the potential of NPS as an indicator of their performance and future success. In this article I’ll discuss the...

What’s in an email?

What’s in an email? A lot actually. As the primary channel that our clients use to reach respondents, it’s an important part of our business.

How to build a business case for NPS

To show investing in NPS feedback makes sense, you need to show it makes business sense. In this blog series, Starred’s finance guru Peter Strik breaks it down.   Customer centricity is essential to your organization’s long term success. That’s why smart...

Thoughts on value-driven product strategy

If you walk into a dark room, the first thing you do is turn the lights on. It’s an immediate reaction that we are used to doing and is generally a norm. The best way to build great products is to listen and engage with user feedback. However, although it’s considered...

3 New Year’s Resolutions for Feedback in 2018

As we move into 2018 it’s time for making plans to get the next year off to a great start. If you’re working with feedback you’ll already know how essential it is to know if you’re on the right track. Here are our top 3 New Year’s resolutions to make feedback a...

How do I calculate my Net Promoter Score?

The Net Promoter Score (NPS) is an index that runs from -100 to 100 and shows how willing customers are to recommend the company to others. Currently this indicator is used the most to give insights in customer loyalty. Without a doubt you have already seen the Net...

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

In-depth: Respondent Feedback Form

Design is both art and science. In this longer read we’ve got Starred UX Designer Mac Kozal sharing his research insights and creative process from the Feedback Form redesign. The Challenge We put a quote of Ken Blanchard at the bottom of our webpage: “Feedback is the...

Polestar: The Story of Our Design System

What Is a Design System? If you look it up in a dictionary, the definition of “design system” is quite straightforward. It's a series of elements that can be re-used in different combinations, to make it easier to manage design at scale. To make it more...

Starred or Bullhorn’s Feedback Solution? A comparison.

Are you a Bullhorn user, wondering if you should opt for Bullhorn or Starred when it comes to your feedback solution? We will compare both services in detailed bullet points below. We all know our partner Bullhorn as the leading ATS for the staffing industry. However,...

What’s in an email?

What’s in an email? A lot actually. As the primary channel that our clients use to reach respondents, it’s an important part of our business.

Thoughts on value-driven product strategy

If you walk into a dark room, the first thing you do is turn the lights on. It’s an immediate reaction that we are used to doing and is generally a norm. The best way to build great products is to listen and engage with user feedback. However, although it’s considered...

Starred’s Feedback Form Page Evolution

What’s new?

We recently updated the design of our feedback forms and offered our clients the option of how they want to send them – either all questions on a single page or one question per page. You can choose your preferred version in the Form Composer and try it out.

You can find the option to choose Feedback Form type in the top bar of Feedback Composer

We decided to offer two versions to our clients after performing multiple intensive studies and user testing.

Left: Feedback form displayed as one question per page
Right: Feedback form displayed as all questions on one page

The evolution

The first version of the Starred Feedback Form is a couple of years old.  Last year we started working on several improvements. Our ambition was to make it fast and fun for respondents to give feedback, be it on any device, in any country, and in any context. It was a demanding challenge. We set up 3 design rules that we respected at every step of the process:

  • Putting the respondent first
  • Building on knowledge, not assumptions
  • Granting easy access on any device

We wanted to provide gratifying, unobtrusive, responsive, fun, and accessible experiences through giving feedback.  The Feedback Form 2.0 was our answer.

We tested it for several months with a group of clients and learned a lot about how respondents are using it.  We noticed that the new version performs better in a matter of answered questions and respondents leave on average 22% more comments (which represent incredibly valuable qualitative data to our clients).

Confident with the test results, we decided to rewrite the new feedback form in super fast React technology and make it freely accessible to users.   

One question per page Feedback Form on a tablet

When we dug into the data, we observed that the one question per page design works better with the shorter forms. With the 3+ question blocks, the number of given answers decreased. We were determined to do something about that.

One question per page: The percentage of answered question dropped when the form is longer than 3 question blocks

We know that many of our clients like the original feedback form layout. One of Starred’s promises has been to deliver surveys which fit on one single page. The respondents can overview the whole form and skip questions they don’t want to answer.  

After many discussions and studies, we concluded that the best way would have been to tweak our original form, other than providing a new one.  

To verify our assumptions, we asked our clients which idea and approach they liked the most. The most votes were for the version with one question per page, but the second most popular opinion was to upgrade the existing feedback form.

The second most popular opinion in our preference test among clients was to continue working on improvements of existing feedback form
Some opinions of users who voted for multiple questions per page

We did various studies and tested a number of hypotheses in order to find a satisfactory solution. We examined many UI patterns to choose those that work the best and are pleasing for respondents.

We did multiple tests and formulated a few design hypotheses before we started the redesign process
We checked a lot of UI patterns to find the one that works the best
The original form vs. updated version. More prominent elements and more delightful graphics improve the general user experience for respondents. Visible comments icons boost the number of given comments. We decided to get rid of elements that distract respondents, like the partial score and make the elements that personalize experience more dominant – bigger avatar and a welcome note. Clients can also adjust the accent color of the elements
The final set of card components used in a new feedback form. We keep all fonts and paddings in the same relations to create cohesive, calm, and pleasant experiences.

Benefits for the clients

The new versions of the feedback forms have many advantages for our clients. They help them collect feedback and reach their business goals.

  • A higher completion rate. The total completion rate is almost 100% better on the new feedback forms’ versions
The completion rate of original feedback form vs. a new one
  • More comments. Respondents tend to leave 22% more comments on the new feedback form page
  • Speed. New versions open noticeably faster than the original one
Speed index [s] – 3G speed,  methodology: https://sites.google.com/a/webpagetest.org/docs/using-webpagetest/metrics/speed-index
  • Various UX improvements and increased readability on all screen sizes. We put extra effort into mobile devices. 63% of our feedback forms are opened on phones and tablets.  We improved the interactive elements; right now, they are fully adjusted for mobile interactions
  • Respondents spend slightly more time on new feedback form pages. The average time increased from 2 minutes to 2.1 minutes

Conclusion

We are very proud of the new forms’ designs. We have tested them thoroughly and with great results.
As for the version with all the questions on a single page, it works better with longer and more complex forms. The design with one question per page is a better choice for survey with no more than 3 questions.
We hope you will quickly adopt the new forms and cannot wait to hear your feedback!

This is How You Should Measure Your Recruiters’ Performance

Whether you work for a recruitment agency or a talent acquisition team, you might sometimes find yourself drowning in metrics. From cost-per-hire to cNPS, there is no end to the measures that nowadays companies can take to better their performance.

But are those efforts sufficient? Are they efficient?
Is there no better-organized system to promote positive change for your agency or business unit?

A good recruiter is one with positive financial metrics, happy candidates and happy hiring managers. So these are the areas we will have to investigate when measuring recruiter performance.

Let’s start by trying to answer the first question: is your recruitment-performance measuring system sufficient?

Mostly, recruitment agencies and stakeholders depend on financial measures to track recruiter performance. Unfortunately, these can’t account for how the candidates or hiring managers feel about their experience with the recruiter. What are the consequences?

Bad Candidate Experience with recruiters damages your brand and costs you valuable customers

As you might know, Candidate Experience (or CX) is more and more of a hot subject nowadays. But why is it so important?
Poor Candidate Experience has first- and second-hand consequences.
The first-hand consequences only impact the unhappy candidate, who, most probably, will ghost you.

The second-hand consequences imply that the candidate has spread the word about his poor experience with you through negative reviews. The consequences can be that you will get lower quality candidates, more time will be needed to fill your vacancies and, finally, you can suffer financial loss due to their boycotting.

If you’re curious about how much money your business might be losing because of poor Candidate Experience, you can use our Candidate Experience cost estimator.

In this paragraph, we will focus on the second-hand consequences of a poor CX, which usually have a way bigger impact on your business.

In times when word of mouth is facilitated by social media, it’s time for the recruitment industry to lend an ear to the job applicants’ opinions, in order to avoid the dire consequences we briefly mentioned above.

As mentioned in Social Talent’s article Candidate Experience & The Application Process: 4 Things You’re Doing Wrong, 22% of the unhappy candidates actively tell others not to work for the company that disappointed them.
You might think that it’s just another drop in the ocean, but a Glassdoor report states that around 70% of the candidates are using job search websites to read reviews of a company before submitting an application.

Poor reviews drive away high-quality candidates and lengthen the time needed to successfully fill a position, thus increasing recruiting costs. Finally, some candidates will stop buying a company’s products if their application experience was negative. This is especially true of commodities, which are consumed often and can be easily replaced.

If you’re curious, you can read of how Bad Candidate Experience Cost Virgin Media $5M Annually – Here Is How They Turned That Around. In their case, 18% of rejected candidates were also Virgin Media customers, and 2 out of 3 candidates were likely not to recommend Virgin Media to others.

Social Talent’s previously mentioned article also shows us that after a negative experience, 42% of the candidates said they would never seek employment at that company again.
As mentioned in SmartRecruiters’ eBook How to Create Hiring Success, 50% of the candidates said they would not purchase products and services from that company!

Now we understand it’s important not just to focus on financial metrics. Candidate experience is important – but what defines it as bad?

The article Candidate Experience: All the Stats, Facts and Data You’ll Ever Need to Know reads: “76% of people say that not hearing back from an employer after a job interview is more frustrating than not hearing from someone after a first date”.

Other issues could appear if, for example, you provided the candidates with vague or redundant information about the job, the application process was too long or complex or your communication was not transparent.

Poor experiences shape the applicant’s attitude towards a company and are hard to measure until they reveal themselves on social media platforms in the form of negative reviews. If it is indeed subjective and difficult to quantify, then how do we measure it?

You should measure your performance through Candidate NPS, or cNPS. Why? Recruiters are usually the first point of human interaction with an applicant during the candidate journey. This means that they become the face of the company for that particular job-seeker.

It is important for recruiters to maintain an attitude that represents the company and its values, just as it is important for the candidates to have a clear image of the business whose vacancy they’re applying for.
Bad candidate experience can start with the recruiter and lead to an increase in the number of detractors and to negative reviews online.

For a deeper dive into the subject of cNPS, you can read the article How to Apply NPS to Candidate Experience.
For now, it suffices for you to know that candidate NPS is like a thermometer: it lets you understand how satisfied your candidates are with your performance so that you can ask yourself why and improve.

In the next paragraph, we will discuss the first-hand consequences of Candidate Experience. If the application process is too long, the communication faulty or the job poorly described, most probably your candidates will ghost you.

Ghosting is a real problem, and it reflects on your cNPS

Recruiters used to disappear and never get in touch with candidates, but now the tables are turning.
There is nothing fun about filling out a complex application for one of your vacancies, only to wonder if the application actually went through. Chances are, your candidates will eventually give up on their dreams of working for you and move on to a better opportunity.
But this is not all – beware, ghosts can re-emerge on review sites.

This converts your biggest supporters into detractors, worsening your cNPS score.

Candidate ghosting increases the time it takes to successfully fill a position. It also reduces the number of high-quality candidate referrals.
Terrible, isn’t it? It feels even worse if the ghosting is due to an out-sourced recruiter you hired…

Now that we’ve mentioned the widespread use of financial metrics and added the element of candidate experience, it is time to focus on your hiring managers.

But what about your hiring managers?

We learned that a happy candidate means a happy advocate, but your hiring manager’s satisfaction is crucial too. As we previously mentioned, a good recruiter is one with good financial metrics, happy candidates that buy your products and speak kind words, and happy hiring managers that keep their collaboration with you alive.

Bad hires cost the company lots of time and money. This is especially true for extremely technical or high-level positions. Job applicants should be well-suited for the company and adequately prepared for the application process.

One way to ensure the recruiter isn’t just pushing as many candidates through the system as possible is to check if the hiring manager is happy with the provided selection of candidates. If feedback from your hiring manager comes back as generally negative, then you know your problem is generated before the hiring manager.

The metrics that your hiring managers will calculate to see if they’re happy are the ones concerning the quality of hire. Around this subject, Harver has written a very exhaustive article: “Measuring Quality of Hire – All You Need to Know”.

In the section regarding how to gather data to improve your performance, 4 options are mentioned:

  • Hiring Manager Satisfaction Surveys
  • Employee Engagement Surveys
  • Feedback on the Hiring Process
  • New Hire Performance Metrics

Measuring recruiter performance is more than just tracking financial KPIs during the process. The human element is very important to capture, as it is an integral part of the journey. Numbers are not the only thing you should be worrying about. Recruiters remain one of the first points of human contact for a company.

With all these elements to consider, no KPI by itself is sufficient to tell you how your recruiters are performing. Is your measuring system efficient?

There is no cure-all KPI

Candidates generally don’t care about how long it takes to fill a slot in a different department, or how much that costs the company per quarter. Instead, they want respectful interactions with a recruiter and their candidate journey to be handled properly.

Questions asked to candidates about these interactions, paired with hard-line measures about the recruiting process, help you establish realistic benchmarks that can help you optimize your CX process.

You also need to listen to your hiring managers’ opinions – if they are negative, you need to find fast ways to provide them with better candidates that are a more suitable fit for their vacancies.

It is necessary to keep on measuring financial metrics, too. Some examples can be acquisition cost or sourcing-channel cost.

You will need to consider multiple KPIs at the same time, in order to improve. What to prioritize, then? A chaotic system is an inefficient one.
Having an organized view would help you be more efficient.
The next paragraph will showcase our recommendations.

What do we recommend?

At the beginning of this article, we asked ourselves if your recruitment-performance measuring method was sufficient, efficient and organized.
One by one, we answered those questions. Your system cannot be sufficient unless you consider the 3 elements needed to make a good recruiter: positive financial metrics, happy candidates and happy hiring managers.

We then saw how inefficient and disorganized it can become, once you have to consider several KPIs at the same time, with no clear prioritization system. Dashboarding would help you visualize all relevant information at the glimpse of an eye. But that would not help your recruiters improve, per se.

We have found a way to help your recruiters improve: you can fuel positive competition amongst them while giving the hard workers the recognition they deserve.

Our Recruitment Matrix will allow you to compare your recruiters’ performance based on a set of metrics that are relevant to your business.
This will provide you with a ranking of your best-performing employees and will let them understand what to improve on, to increase their positioning.

It allows you to identify the issues within your team or agency in a quick and easy way, therefore simplifying your managerial tasks, therefore proving to be sufficient, efficient, organized and convenient, too.


Do you want to know more about this?
Do not hesitate to reach out, we will be happy to assist you in your decision.

Phil Brown
phil@starred.com

Candidate Experience: All the Stats, Facts, and Data You’ll Ever Need to Know

Did you know that 76% of people say that not hearing back from an employer after a job interview is more frustrating than not hearing from someone after a first date?

If you’re in the HR and Recruitment world then you know that Candidate Experience is only becoming more important. Leaving candidates reeling from bad experiences with you will result in negative social media amplification, and also this candidate not referring you more candidates.

If you’re a consumer brand they’re dramatically less likely to ever buy from you again. Bad Candidate Experience means you’re leaving money on the table, and you’re opening yourself up to Glassdoor wildfires.

Don’t just take my word for it.

In this article, I’ve broken down some of the most vital facts and stats about Candidate Experience.

It boils down to this: unhappy candidates make for unhappy customers; candidates, on the whole, do not feel heard, and a shocking amount of candidates feel like they’re not respected.

Unhappy candidates make unhappy customers

  • 50% of candidates won’t purchase from or recommend a company after a bad recruitment experience. (hiring success fundamentals, smartrecruiters)
  • 39% of candidates with a negative experience say they will never do business with that company ever again while 65% of candidates with a positive experience say they will do business although they were never hired. (CandE research, TalentBoard)
  • 34% of candidates with a bad candidate experience will share it online. (CandE research, TalentBoard)

 Candidates do not feel heard

  • 35,6% of companies admit to never surveying candidates about their experience ever, compared to 18% in 2016. (CandE research, TalentBoard)
  • Only 8.9% of companies survey candidates at every possible touchpoint, compared to 11,5% in 2016. (CandE research, TalentBoard)
  • Only 25% of candidates were asked to provide feedback about their experience prior to the starting date. (CandE research, TalentBoard)

 Candidates do not feel respected

  • 46% of candidates believed their time was disrespected during interviews. (CandE research, TalentBoard)
  • 47% of job seekers did not complete a job application because it was “too lengthy or complicated.” (hiring success fundamentals, smartrecruiters)
  • 43% of candidates spend 30 minutes or more on the average online application, and 10% invest in it an hour or more.
  • 25% of candidates receive no preparation at all before their interview (CandE research, TalentBoard)
  • 59% of candidates admitted to having left job applications because of technical issues (bugs, bad website, or even bad design) (The Hiring Process Unveiled, ICIMS)
  • 52% of candidates have to wait for 3 months or more on a response (CandE research, TalentBoard)

What’s driving bad candidate experience?

Looking through these stats a clear picture emerges.

The drivers of bad candidate experience are largely the way they are because organizations are not building a process and experience they would want to have themselves.

Say what you want about ‘empathy’ as a business strategy, but when you don’t put yourself in your candidate’s shoes it shouldn’t be a surprise to hear that close to half of candidates feel their time is disrespected in interviews.

Food for thought

Take action to improve your Candidate Experience.

🍟 Put yourself in your candidates’ shoes.

Would you fill out a lengthy application, buggy application? Would you be happy with an unclear process and lack of communication?

🍕Make feedback a two-way street.

Give your candidates feedback about their progress but ask them for feedback and make them feel heard.

🍔 Start with the human.

Listen and respect your candidates. These stats do not translate to every recruitment business, but listening to your candidates will at least identify your pitfalls.


Serious about improving your Candidate Experience?

Here at Starred, we’re already working on Candidate Experience at the likes of Danone, as well as successful recruiters like Altus Staffing. It’s all about automated and actionable feedback – measure Candidates Experience and improve it. We’ll show you how.

Reach out and let’s discuss your challenges.

When a Party Means So Much More

On the 18th of July at 1:50 pm, our founder reminded us of the location of our meeting.
“In ten minutes sharp, we will meet on the side of the canal opposite the office!”.
We were about to go on a boat ride. 

Our employees enjoyed a picnic on the boat while crisscrossing through numerous Amsterdam canals – final destination: Amstel park. 

We did not know what to expect for this year’s Summer Party; we just knew we were going to have a great time. 

Other than the beauty of the park, that we cheerfully admired during a mini-train ride, we enjoyed a few hours of mini-golf, split into teams. But the most important part was just before that: the Starred Values Awards. 

First of all, what are our values? If you’re familiar with us, you already know we have a set of 5 core values that we strongly identify with. They represent every single thing that is great about us, and everything we need to be able to grow and develop our performance, both singularly, and as a team. 

Starred’s Values Wall

Our key goals are the following: 

  1. Work Smarter, which means that we like to automate repetitive tasks, we focus on being highly productive, we feel a great sense of urgency, we respect our time and our colleagues’ too, and since the company is very flexible towards us, we like to reciprocate. 
  2. Building Together: we align our tasks with the team’s goals, share our work early and often, work with others on great ideas, seek what’s best for the company and truly feel like we’re part of a team.  
  3. Embrace and Drive Change, because we embrace new opportunities, we try and be fast, in our work, and as a company – we’re brave enough to change things when there are better options, we’re optimistic and always eager to learn.  
  4. Start with the Human, which means being caring, and being honest, both in our intention, actions, and words – we always try to be kind and take care of our workspace.
  5. Take Ownership: we own the job and take action when we see problems, we try and unburden our colleagues, we assemble teams when needed, and we always come with positive intent.

We are so proud of these values that we dedicated a whole wall to them. And underneath them, a Polaroid for each employee, taken on their first Friday at the company, during the small celebration we throw for them. 

Whenever someone does something impressive and reflecting the values, we leave a post-it note underneath their picture, either signed or anonymous. 

It’s very encouraging to feel recognized for one’s hard work, and it’s heart-warming to read the sometimes unexpected congratulations a colleague left there for us. 

We have our own of value-inspired custom-emojis for our group chat messages – when we do something representing the value, we’re recognized for it even on Slack. 

“But what if we could do more?”, thought our founder Lars Van Wieren.  

He’d predicted that with our growth, a deepening of the values would follow. And so, twice a year, we gather and spend a day altogether: Dutch and British team. 

We do some fun activities that allow us to bond, refresh us, and reminds us of the wonderful people we work with. But we also recognize each others’ value more, and in an official way. 

Since our previous Christmas Party, Lars Van Wieren organized the Starred Values Awards. It made the employees so happy, that it became a new tradition, and we repeated it during our Summer Party, too. This one will stick!

“It’s a great occasion for our employees to remember our values and how we live them,” said Lars Van Wieren, “and showcase great examples of how their colleagues embodied them throughout the previous 6 months. It also focuses on inclusion, which I think is crucial.”

“It’s fundamental for everyone who did a great work to be seen, and we tried to make this fun.”

The process works like this: before the party, our founder and an employee gather the complimenting post-its from the Values Wall, divided by name. The most relevant comments are then gathered – that is, those best-reflecting the Starred values.

Usually, two or three people get selected for each value, and they become candidates. 

“We try and make it so that there isn’t one person that is recognized for many awards so that each overachiever is awarded once. We do this because we think we should shine a light on every person that performed extraordinarily well.”

Then the ceremony proceeds like so: the founder gathers all the employees around, and our Business Analyst Phil stands next to him with his Applause-o-meter

The way we came up with it was easy – Lars V.W. thought it would only be fair that the winning candidates would be selected on the basis of the amount of noise the employees would make through clapping and cheering for them. We wanted the vote to be democratic, and fizzy too. 

The Applause-o-meter is simply a very precise Decibel meter. It allows us to measure noise the best we can. 

“When we awarded our employees for the first time”, says Lars V.W. with a smile on his face, “everyone was making so much noise through clapping and cheering on, that some colleagues from 3 floors below asked us to kindly be quieter!”. 

We also introduced a prize for Best Newcomer – in the last semester, we hired 3 people and wanted them to feel recognized for their great on-boarding. 

The winners for this Summer Party’s edition were:

Work SmarterDimitriy Remerov “for saving the day for our Customer Happiness Management (CHM) employees by creating a query that let them find the information they needed way faster.” 

Building TogetherRomina Gomez and Berta Anna Kormany “for creating our integrations pages at a very fast pace, for the smooth on-boarding of Berta and for seamlessly working side-by-side on the design takeover.”

Embrace & Drive ChangeGijs van Lammeren “for taking the lead in our platform transformation and helping us migrate to serverless.”

Start With the Human Niels van der Veen “for being the empathic and cool bridge between the Tech Department and CHM.”

Take OwnershipElena Galli “for taking over content and social media management quickly and with great results.” 

Best Newcomer Marcella Pama “for being such an A-Player since their very beginning at the company.”

To conclude, a couple of quotes from two of the winners. 

Marcella Pama: “It was so flattering to be nominated. The ceremony had nothing to do with winning, we’re not in competition against each other, but I definitely saw how everyone supported their colleagues, and it was really nice! I can see how it was a bonding experience. And if you win, you get to keep your award on your desk for a semester – which will for sure encourage you to work well.”

Romina Gomez: “The Summer Party was a very clear example of how our C-level management really cares about the culture, and about their employees. I was there for the Christmas Party too, so this was the second Starred Value Awards event. I must say, it’s so good to see how it motivates my colleagues and me, but it’s more about the ride than the destination. The prize is… just a prize, but it makes you remember the values, and no-one ever gets upset if they don’t win this round. But they’ll do their best to make it 6 months later!”

It was indeed a really good experience, on which we will build upon. Happy employees are engaged employees

And about the golfing, these are a few moments we do not want to forget.

Some of us realized we made a right career choice by not pursuing professional golf.

Some of us found creative ways to bring good scores home.

And some others found solace in alternative activities.

Cheers!

The Starred Team

The Most Relevant Metrics For Candidate Experience

Depending on your issue there will be many ways to gather insight. Let’s present some valuable metrics for you to use.

But first of all, let’s divide them into 3 categories. You have metrics you can gather without interacting with candidates, cNPS, for which you ask them how likely they are to apply to your job vacancies or buy your products again and, finally, the surveys activated by your candidates’ stage in the application or selection funnel.

The Quantitative Metrics

Onto the metrics you can calculate by yourself, I will provide you with a list. Many of these metrics are very well illustrated in the article “Complete Guide to Tracking the Right Recruitment Metrics“.

It must be said, they are divided into three categories: time-related, cost-related and quality-related. The two relevant categories for Candidate Experience are the time- and quality-related ones, so those are the ones that will be mentioned.

As for the time-related metrics, we can see the following.

It is important to keep the application process short. A metric could thus be the application time. How long does it take for the candidate to apply? You can check it by trying to apply to a specific job vacancy.

Amongst other unnerving things, if you ask a candidate to upload their CV, don’t ask them questions that their CV will necessarily answer afterward.

Time to hire. This is a very common metric among recruiters. It helps the team understand how long the process takes, from the start until the signature of the contract.

While being crucial, it is also a bit too broad. A way to segment it a bit more is to divide it by groups of candidates: existing employees, employee referrals, candidates who applied online, headhunter candidates. This would allow you to see if your recruiters are investing their time and energies in a different way per different category.

Time to accept tells us how long it takes for a candidate to accept an offer, either verbally or in written form. It is calculated from the moment in which the contract has been approved by the business.

Out of all the selected candidates, how many accept the offer with close to no hesitation?

Bringing clarity to the candidates before offering a contract can reduce this metric in your favor.

Time to inform. This metric is particularly relevant in terms of candidate experience. How much time does it take from the most recent step in the recruitment process to when the candidate is given an offer or sent away?

Beware – being too quick in telling a candidate off, for example immediately after an interview, can be counter-productive. On the other hand, it is necessary to be quick in communicating your decisions to them. Even in case they will be accepted and offered a contract, if you leave candidates in the dark for too long, chances are that they will find new jobs.

What is the average time it takes for a candidate to go from one specific step of the recruitment process to the next? You can find out by calculating time per stage.

This metric lets you understand if perhaps there are any inefficiencies in your process.

As much as time is relevant, compromising on quality can be costly. As a consequence, as aforementioned, finding candidates can be harder. Or perhaps, the quality of your pool of options won’t match the vacancy. The quality of your process and your employees will reflect directly upon candidate experience.

When it comes to quality-related metrics, they are those that follow.

To understand how popular the role is, you can look at the number of applicants per open position. This should give you a pulse of how interesting your vacancies are. If it’s really bad, perhaps it would be time to alter your marketing efforts.

To be more specific, you could check your page conversion rate. Out of all the job vacancy’s landing page visitors, how many applied for that position. It is easy to calculate and lets you understand how appealing your communication was. For a specific time frame, you apply the following formula.

A metric you could try and follow is the abandonment or completion rate. In the first case, what is the percentage of candidates that started applying but didn’t go through with it? In the second, how many candidates finished applying?

Your contact rate tells you, out of all the applicants, how many have been reached. It is important to make your candidates aware of the stage of the process they’re in.

You can also calculate the candidate response rate, related to how engaged your candidates are in your exchange of communication. The formula is as follows:

Submission to acceptance rate helps us calculate the number of qualified candidates. This shows you how high is the quality of candidates attracted by your job posting. Out of all the candidates invited to an interview, how many were presented to the hiring manager? If this metric is low, it might mean that you need to make the vacancies more attractive to better-suited job-seekers.

How many candidates show up out of all the invited ones, in percentage? The present-to-interview metric lets you know how appealing your vacancy is.

To see how simple your process is, you can calculate the interview to hire ratio. A good benchmark would consist of 1-3 interviews per hired candidate.

Another useful metric can be the offer acceptance rate. If only a few people take the jobs when they’re offered a contract, there must be something wrong with your offer. It could be a lack of fit in terms of salary, role or even company.

Remember that the more human the process feels, the higher the odds that they’ll sign.

Retention indicates how many candidates are still working with you after a determinate amount of time.

If it’s low it might be due to poorly-selected candidates, bad on-boarding or unsatisfactory working conditions. These reasons can be identified by gathering feedback. This can let you identify your Achilles’ heel. Even more simply, noticing how many candidates out of the total leave by their own choice, lets you know if the issue was in candidate selection of on-boarding/work conditions quality.

The Candidate Net Promoter Score

You can gather some crucial information about your candidates’ experience through cNPS or TPS. This is an adaptation of the very well-known NPS. The acronyms stand for Candidate Net Promoter Score and Talent Promoter Score.

One risk that this metric poses is that, depending on the phase in which you gather feedback from the candidates, your answers might be biased. Especially if you were to ask before the selection, the candidate might shy out of being truthful.

cNPS, thoroughly analyzed in the article What is Net Promoter?“, is a management tool. It allows you to know how loyal your candidates are by asking them how likely they are, for example, to apply to your company or through your agency again.

In case you’re part of a talent acquisition team of a company, you could also ask how likely the rejected candidates are to buy your products again.

The Survey Questions

The latter are questions that you can ask to measure the quality of your candidates’ experience. We mentioned them in the “How do I gather Candidate Experience feedback in my recruitment processes?” section of this article – chapter 6.

A first survey can be sent right after the candidates applied, asking them about their application experience. Then you could get a full-funnel view after the selection process.

After the rejection has been communicated, you might want to wait for 30 days to be sure that the candidates’ answers are less biased by potential resentment for not having been picked.

Conclusions

We’ve shown you the 3 categories of metrics, and we have presented the fundamental ones to you.

Now you know which tools you should use to gather feedback, in order to make your Candidate Experience better.
As you clearly saw, there is no one metric that can answer all your questions in a satisfying way – you will need to use a combination, instead.

In case you wanted to do a deeper study on the matter, we recommend you to read What Kind of Metrics Should You Use to Improve Your Candidates’ Experience?.

If you have any questions or comments, feel free to reach out to me via email!

Work Smarter and Drive Change with the Insights Gallery

At Starred, we spend much time improving the user experience for the respondent, which means that we want to provide our clients with feedback forms that are well-designed, optimized for devices, and provide excellent user experience. 

We focus on this, because the respondent’s input ultimately provides a preview of how the experience or service can be refined, leveraged, maintained, or monitored. 

A single response does not give an idea of the whole picture. However, once you weave together all the data, you can start seeing a story, a story that will be brought to life in our Insights Gallery, which we’re proud to launch in Beta today. 

Data is a wonderful thing, but to fully see its value, it needs to be organized, segmented, and put through real-world filters, so that the picture becomes clearer.
Feedback is multi-faceted information: if it comes from a candidate applying to a job, a customer, a client, or an employee, feedback always has a different use-case.
When we set out to build the Insights Gallery, we did so with the goal of normalizing some use-cases for Candidate Experience. This is because the process is standardized, as in it’s always pertaining the application phase, up until the interview phase, and the participants are standardized, too: in fact, they are either Agencies or Corporate Recruiters.
With the Candidate Experience vertical in mind, we developed insight cards that provide you with a particular story. 

For example, the Recruiter Performance Matrix ties together the cNPS of Recruiters, based on the feedback collected at various stages of the recruitment pipeline. Tying these feedback points together and applying them to a segment, shows us which recruiters are providing a great customer experience. In addition, it gives us a clear idea of which parts of the process can be improved. It’s measurable, clear, and provides actionable intent.

To be very clear about the use cases and impact of these reporting insights, each report will display a page that gives you an overview of the insight details, and the cost, so that you will have a clear idea of the value you will receive.

For those of you in the Customer Feedback and Employee Engagement spaces, a custom reporting request can be submitted. It will see our team work with you to come up with the report that fits your specific use-case.

So, why are we launching this in Beta? The answer is simple: we want to get this to you, our customers, as soon as possible, because we already see the value that these insights can provide. 

Moreover, we are working on the technical implementation, to make these reports simple to purchase and use. 

During this Beta period, all reporting requests will be created by our BI Analyst, and we will share access to the reporting platform with you.
In the next few months, any report that is added to an account can be accessed in real-time, directly in the Starred application. 

This Beta phase will let us learn from each other. We will understand the various use cases and reporting needs you have, and these learnings will develop new reports into the Insights Gallery.We hope that, by combining your respondent data with advanced business intelligence, our Insights Gallery can be the start of something great.
In the end, we hope the insights provided by these reports lead to better candidate experience, satisfied customers, and engaged employees. As a feedback company, we will continue to listen to your needs for data insights and continually refine the reporting capabilities of our product to meet your needs. If there are insights that you think would be an interesting addition to our gallery, I would love to hear from you!

Feel free to send me comments or requests for new additions via email

Polestar: The Story of Our Design System

What Is a Design System?

If you look it up in a dictionary, the definition of “design system” is quite straightforward. It’s a series of elements that can be re-used in different combinations, to make it easier to manage design at scale. To make it more understandable, think of  LEGO bricks.

There are more than 915 million possible combinations for six 2 x 4 LEGO bricks of the same color. 

A LEGO set contains bricks, plates, studs, tiles, and tiny human figurines. And you can re-use LEGO sets to build an unlimited variety of things. 

At Starred, we did precisely the same thing you’d do when playing with LEGO sets, but with our design system: we created our own bricks, that we could re-use for different projects. These bricks generate a variety of structures that look like they’re part of the same family.  We called this family Polestar. 

Logo of Starred Polestar Design System

Why Did We Build Our Own Design System?

We started working on our design system mainly because of four reasons:

  1. We are scaling up
  2. We needed consistency
  3. We needed to improve our teamwork
  4. Efficiency

We are scaling up

We want to continue growing as an organization and deliver a better product to more clients. One of the success factors for this is to have an effective design patterns’ repository: something that our co-workers from other locations can easily access, comment on, modify, and use. Our design system provides all necessary information for our new team members, too, so to make their onboarding easier and more efficient. 

We Needed Consistency

Consistency is a big issue when working on a large-scale product.
We want to improve the user experience with every new iteration. We continuously test new solutions and usage of patterns. As a result, there are always some pages with a legacy design on the platform. With the Polestar design system, we can minimize them because if we update one component, all of its copies automatically change.  The parts can be UI assets, behavioral patterns, or voice and tone snippets. Thanks to Polestar, we can now deliver cohesive, consistent user experiences, and our users started to learn and master the product faster.

We Needed to Improve Our Teamwork

Building a design system empowered our team to focus on people — not pixels.
The design team prepares the documentation that’s understandable and exhaustive for our developers. The documentation is also aligned with other departments. Our development team makes the components “in code”, which then become an integral part of the Polestar design system. 

QA tests are easier to perform because of the repetitive and more predictable patterns. We talk to each other much more often and give each other constructive feedback.  As a result, the whole process is more straightforward and meaningful for every participant.  

Efficiency

Our ambition is always to work more efficiently so that we can test more design solutions and deliver updates more often to our clients.  But efficiency doesn’t mean giving up on quality. Polestar allows us to prepare more iterations much faster, without the initial “carte blanche dilemma”: instead of trying to reinvent the wheel every time, we can re-use pre-existing design components. Every component you see on our platform is a copy of a “master component”. If, for example, we were to change the size of the font everywhere, we could adjust the master component, and everything would magically be aligned. 

The relation between time and effort in traditional design to development process vs. using the design system

Setting Up the Foundations

During one of the first meetings, we decided that we wanted to start building our design system organically, focusing on the low-hanging fruits, and developing it further when necessary. Before we started working on new components, we had investigated what we already had on our platform. We made a UI survey, and we mapped all the different components used at Starred. We made hundreds of screenshots in order to capture all elements, from buttons and text styles to various iterations of headings, blocks, or warning messages.

UI Survey. We mapped all the UI elements used on our platform to catch inconsistencies and duplicates. On this example, you can see all the different styles of icons we used to have.

With this exercise, we learned which elements we used the most and which ones were the most inconsistent. We noticed that the most important thing for us was to establish some principles on user experience patterns, set up the guidelines, and start building our own UI kit.

Grid

We wanted to utilize all possible screen sizes, since 60% of our feedback forms are opened on mobile devices, and that’s why we adopted the standard Bootstrap grid and adjusted it to our needs. 

We provide different grid types for different device categories to utilize the whole screen.

Colors

One of our ambitions was to introduce color consistency. Instead of reinventing every color ad-hoc, we came up with the idea of having a matrix of colors based on dominant shades. We then diluted the colors into ten separate tones for more design flexibility.

These are the colors we use at Starred. Instead of naming each color individually, we gathered them in groups that can be associated with different user activities: ink colors are used to display text, primary colors are used as dominant colors in our platform, and our greens, oranges, and reds are used for error and information messages. 

Paddings

We use consistent paddings and spacing throughout the platform, based on the multiplication of 8px. It’s easier to design similar patterns for the users by keeping everything always in the same ratio. Moreover, they look well, both on a high-pixel-density and standard displays.

Every component in the Polestar design system comes with construction principles, such as distances and alignments. 

Building the Components

Building the components was one of the most time-consuming and challenging feats we faced during the creation of the design system.

In fact, the beginning of such a process is always the easiest, because you simply replicate the components you already have, and know when and how to use them, but the tricky part comes when you have to design something new and put it into the design system. We start with the research and check if the pattern we want to develop is promising. Does it remove difficulties on the way of users to their goals?

Starred Design to Development process loop

We always put the design prototype to the test in its early phase and ask for real feedback from the clients. When they give us satisfactory results, we start working on the design.

This heatmap was the result of our initial tests, during which we wanted to check if our new card component drew our users’ attention to the right areas.

In our design documentation, we try to be precise and cover the edge cases upfront.  We also align with the front end developers to decide on the names of the components.  

The design documentation of searchable dropdown with the results displayed in the categories. 
The design is not just how something looks like, but also how it works. That’s why we include the behavioral description in our documentation.
… And animation when it’s necessary!

After that phase, the design is aligned internally with the relevant teams and pass to front end engineer to be coded and save in the design system. 

Design of a primary button and its representation in code
Polestar quickly became quite a project at Starred.

The New Visual Direction

The first part of the platform that we changed into the Polestar design was Template Gallery.  We received a lot of positive feedback from our users, and we noticed that they started to use the page much more often. Right now, we are busy with the implementation of Polestar principles to Starred Connect: our integrations’ hub, where users can connect Starred to external applications. 

The old design of the Template Gallery vs. Polestar Design
100% of the interviewed users saw the value of introducing the Polestar design system. 

The Values of “Work Smarter” & “Building Together”

Our values. Polestar is a significant improvement in working smarter and building together.

Before Polestar, our team didn’t have one repository of design objects to use. Our designers didn’t know which components already existed, and where to find them if they wanted to use them for their work. We tried to use the best practices and patterns to provide the best output, but it was challenging. We always used the working product as a reference, but it was inconsistent. Polestar changed all that.

If someone asked me to compare how I was working one year ago with my current routine, I would answer that I spend less time on unnecessary tasks and I’m much more productive. With the design system, we are at last able to work in a quicker way and deliver value to the clients faster and more often.  All the details have already been decided upon, and they are saved in Polestar. The product development team is finally focused on solving real client problems, rather than shifting pixels.

How to get the highest response rates for your feedback

Asking for feedback is crucial – once you get it, it is a very powerful tool to understand what you should improve on, and what you should avoid, in order to provide a better service to your customer base.

But without enough results coming in, you can’t say anything with confidence about your customers, your employees, your clients, your candidates – whoever you’re getting feedback from. So you need a decent response rate.

To get there, you need to be thinking of optimizing your conversions at two key points: click-through rate of your feedback invitation, and survey completion rate.

In this quick article, I’ll dive into both stages of the process and run through ways of optimizing for click-throughs and completions.

Let’s get to it.

Optimizing invitation click-through rate

Unless you’ve developed telepathy and have direct access to the mind of your customer, to get their feedback you first need to invite them to a survey. In-app feedback is unreliable and is more often than not called upon by unhappy users to offload their immediate complaints. For in-depth feedback – the kind you’re thinking about for response rates – email remains the most viable channels for engaging your audience.

Problem #1 with email – ‘survey fatigue’. No matter who you’re asking for feedback, everyone’s a consumer and their mailbox is already stuffed with other invites for this, that and the third. The first step to overcoming survey fatigue is making sure your feedback invite stands out and engages your respondent. Making the experience personal goes a long way.

Here’s some quick advice on personalizing invites and making sure you’ve got the right workflows set up.

  • Experiment with email invitation subject lines, like any intro-to-marketing guide would tell you. You’re going for high open- and response rates. A/B test your subject lines and templates.
  • Is your first question there in the email? No one likes those horrible “click here to start the survey” buttons!
    Besides being an eyesore, they harm your click-through rate. Get your first question in the email – and make it something direct and impactful like Net Promoter Score. Would you recommend us? Give them the 0-10 scale and make it clickable – have it lead through to the questions in your survey. Process this first score. Easy!
  • Put customer information to work – you’ve asked them for it for a reason, right? Personalize! No one likes reading ‘Dear Customer’. Include someone’s name and relevant purchase or account information so they know their feedback is directed at something. Work smarter at scale, and employ the use of automated tags to pull this information through to your invites.
  • Make your invites short, clear, relevant and visually appealing. Think in terms of User Experience (UX) – does your respondent have to scroll through your email to find your Call-to-Action (CTA)? Making sure your CTA is above the fold and directly in their line of site will get you more click-throughs. Makes sense right? Keep it simple.
  • Avoid “noreply@” email addresses. Especially if you’ve done the right thing and added a face and name to you invite to personalize it. This is almost worse than just sending a bland, generic invite.
  • Be upfront about how long the survey is. Too many companies – or more likely the agencies they outsource their feedback project to – are dishonest here. You can have your respondent get a head start by including the first question in the email. It gets them thinking and they’re more likely to convert to click-through.
  • You’re competing with a billion other emails to get their attention. Don’t get flagged as spam – avoid attachments and too many images. The words “feedback” and “survey” already have bad reps in spam filters, so you’ve got your work cut out for you.

Getting a lot of click-throughs is about keeping your invite short, simple, and relatable.

Optimizing Survey Completion Rate

So you’ve cleared the first major hurdle – folks have clicked the CTA in your email and they’ve landed in your survey. Now, what do they see?

If your survey is a ‘black box’ you’re going to have people dropping off left, right and center. Respondents genuinely click through surveys which aren’t transparent in their length, just to see how long they are. Besides screwing up your completion rate, this may lead to gibberish results. Here’s what to keep in mind as you lead respondents to the end of your survey.

  • Design surveys around key touchpoints: post-purchase if they’re a customer, for example. If they’re a client with an ongoing license – get their feedback as they approach renewal. Get employee feedback when new team members come on board. You get the idea – feedback should be highly specific to a particular experience.
  • Stop thinking in terms of that big, yearly survey. Something else which needs to disappear from feedback forever: the promise of an Amazon voucher for the brave few who reach the end of a never-ending survey.
  • Cater to individual experience with your survey questions. It’s about their experience, not yours.
  • Understand the distinction between market research, reviews, and feedback. Combining too many of these elements in a survey leads to survey fatigue – and you guess it: dropoffs. For your respondent to easily reach the end of your survey, you need to make it clear to them why they’re there. Keep them on task and focused by making your questions clear. Neutral phrasing and consistent verbiage are key here. Double negatives and tricky phrasing aren’t going to help your completion rate. Steve Krug wrote an excellent book on web usability entitled Don’t make me think – quite appropriate here: don’t make your respondent think too much. People have increasingly short attention spans.
  • The golden rule of feedback: put yourself in your respondent’s shoes. What’s the experience like for them? If you could imagine yourself filling out your own survey (!) then you should be well on your way to high response rates from your respondents.

Jumpstart your Candidate Experience with the Template Gallery

As you might know, Candidate Experience (CandE) represents the likelihood that your candidates will recommend you to their network.

It has become one of the most talked-about topics in the HR space, for which you’ll be able to find some interesting information in the article Candidate Experience: All the Stats, Facts, and Data You’ll Ever Need to Know. Working with over 500 agencies and in-house recruiters in the last year alone has shown us that there is a severe need for a Candidate Experience solution in the marketplace.

The benefits of a great CandE have been researched and evaluated; some highlights include:

  • Understanding if the application process is streamlined to ensure that you don’t lose valuable candidates.
  • Deriving insight from your candidates’ feedback on how to continuously improve the interview process.
  • Understanding if the agencies and recruiters you’ve hired to represent your company are meeting your standards.
  • Ensuring that your brand and values are well-represented throughout the recruitment process. Because your candidate might also be your customer, and a bad CX can have a direct impact on your revenue.

While everyone confirms that CandE is essential, not everyone has started measuring and improving it yet.

At Starred, we believe that feedback is a game-changer in providing great CandE. You can see why we think so by reading the article Why Feedback is the Gamechanger in Building a Great Candidate Journey. However, how can we make it more accessible? How do we remove that barrier that prevents some recruiters from getting started?

Our research led us to a complete redesign and update of our Template Gallery. As a first step, we broke down CandE into the crucial stages for agencies, in-house recruiters, and candidates:

  • Application
    • Acceptance
    • Rejection
  • Interview(s)
    • Acceptance
    • Rejection
  • Events
    • Placement
  • People
    • Agency Feedback
    • Manager Feedback
    • Candidate Feedback

Then, we looked at the industry’s best practices. How are our existing clients using Starred? We decided to create standardized templates to inspire them when implementing CandE.

Now the Template Gallery offers over 15 models for Candidate Experience – a curated list of surveys that provide a starting point towards creating a great CandE feedback process.

The new Template Gallery provides you with a seamless way to use Starred and get a pulse on your CandE, while also contributing an excellent user experience.

The template details pages align with our product focus to show value right away and provide an intuitive experience for the user. The details outline the best practices, the number of questions, and the average time to complete the survey.  

We believe that this data makes choosing a template much more straightforward! This is actionable data that makes it even easier to get a CandE feedback program off the ground.

Combined with Starred Connect, CandE can be fully automated to make sure that the right survey gets to the right candidate at the right time.

This process makes sure that you always have the pulse of the recruitment process.

At Starred, we know that feedback can revolutionize your approach to creating a fantastic Candidate Experience.

We hope the Template Gallery inspires you to start thinking about your own CandE.

Starred or Bullhorn’s Feedback Solution? A comparison.

Are you a Bullhorn user, wondering if you should opt for Bullhorn or Starred when it comes to your feedback solution?
We will compare both services in detailed bullet points below.

We all know our partner Bullhorn as the leading ATS for the staffing industry.
However, that’s not all there is to it – in fact, Bullhorn also offers a built-in experience survey solution.
Starred, instead, is specialized in feedback. Unlike Bullhorn, since this area is our business focus, we rely much more on integrations and automation – you will need to work less, in order to get actionable insight. 

What are, then, the differences between our two offers? 
We will present the features of the two solutions below, for you to compare.

Bullhorn’s Feedback Solution:

  • Bullhorn offers what is purely an NPS solution. You get to ask one question, which stays identical whether it gets delivered to your candidates or your hiring managers.
  • You can change the question’s wording and the message, and the NPS always presents a comment section.
    You can also select a subject and pick a sender. For the latter, you can use your own name or pick a different sender. You are allowed to choose an email to which the respondents can reply.
  • In terms of graphics’ personalization, you can only add your logo. The rest of the visuals are pre-set.
  • Bullhorn’s surveys are relational: it’s up to you to establish when to send a survey to your recipients for the first time, then the same survey can be repeated over time at pre-set, regular intervals. 
  • You need to manually enroll every single contact you want to send the survey to, one by one.
  • If Bullhorn gathers enough historical data over time (opening rates, and so forth), it can define and select the perfect survey delivery time and day of the week per user. If it doesn’t yet have access to that information, then the message gets delivered the following morning at 10 (EST), wherever your recipient may be.
  • Bullhorn’s survey tool is offered as a free feature exclusive for premium licenses: enterprise and corporate segments.
  • Corporate users (lower-end segment for this feature) do not get any dashboarding: they visualize data in lists of responses, complete of scores and comments.
  • Enterprise users (higher-end segments for this feature) get some basic dashboarding: the dashboarding card.
  • Your scores read back to Bullhorn.

Starred:

  • Starred has, first and foremost, the advantage of offering high flexibility and depth of insight. This means that, if Bullhorn’s integrated solution is solely focusing on NPS, Starred tries to explain your Net Promoter Score through its driving elements. Therefore, with Starred you can send NPS surveys and various other types, too.
  • Starred helps you set up your feedback process based on which touch-points interest you, which questions you want to ask your respondents, and which insights you desire.
  • You can personalize the wording of the feedback form, and the NPS question always has a comment section. We also allow you to write an invitation with a personalized subject, and in which you can add tags, both for company, and function names, other than customer fields. It is possible to use your own name or pick a different sender, and you can pick an email the respondents can reply to.
  • From a visual perspective, we allow personalization, including the choice of logo and background image. Furthermore, it is possible to change the sender’s image and decide whether to showcase one question per page or all questions on the same one.
  • Whereas we can send relational surveys, just like Bullhorn, our surveys can be transactional, too.
    When creating relational surveys, you decide when they are sent and to whom – the process is not automated the first time.
    When transactional, instead, the surveys you send your candidates and clients are activated by a relevant touch-point they encounter or action they take. These events that are recorded by Bullhorn or your other integrated ATS, trigger surveys that are therefore delivered within a clearer context. 
  • For example, you could send an automatic survey to all candidates who passed the first round of interviews, and it would be worded differently from the one triggered by not passing that same round. 
  • There are many ways to select your recipients manually. The recipients can be added one by one, by uploading a CSV or Excel file, or you can send the survey to yourself to test it.
  • However, preferably, you’ve integrated Starred with Bullhorn and invitations for feedback get sent out automatically when a status of someone (a candidate) changes in your ATS, like a placement.
  • As for the time of the delivery, Starred allows you to either activate the surveys based on the actions or touch-points the respondents face, which is transactional, or select a specific time and date for them to be delivered, which is relational.
  • It is possible for you to utilize our conditional “Thank you” pages.
    We allow you to prepare three different thank you pages: the respondent will get a different, personalized version, whether he is a detractor, passive or promoter.
    This has its perks. For example, if the respondent was a promoter, you could add a button asking him to leave you a review on Glassdoor.
  • Starred is available to any company that can reasonably afford us. We also offer a 14-day-long free trial. 
  • Starred showcases data through sensible dash-boarding. Other than the basics, you also have extra elements, such as the Recruitment Matrix, ranking your recruiters on the basis of their Candidate Net Promoter Score and pre-set metrics of your choice.
  • If you wish so, you can receive our Firefight Email alerts whenever you receive a low score for your NPS rating. This way, you will know in real time when someone is dissatisfied with your performance.
    If your form isn’t set on “anonymous”, you will be able to know who the disappointed respondent is, which will give you the chance to reach out.
  • Your scores read back to Bullhorn – in fact, they read back to whichever ATS or CRM you have integrated with our solution.

Conclusions

As we have seen, the two solutions have different approaches and different prices, too. Unlike Bullhorn’s feedback solution, Starred is not for free, yet provides more layers in its feedback gathering and analysis.
Starred focuses on NPS+: we don’t stop at Net Promoter Score, but analyze its drivers, too. Therefore, it shows correlations and actionable insight. It does so fast, too, and provides you with real-time analytics and clear, exhaustive dashboards. 
Furthermore, Starred feedback forms can be transactional, triggered by a status change in Bullhorn, or relational, issued at your will, and being sent again at a pre-set, fixed cadence – Bullhorn’s are exclusively relational.
If you’re looking for a complete feedback solution, Starred is your preferred option. However, were you a corporate or enterprise client of Bullhorn, wanting to approach feedback gathering and analysis by exploring and making first steps in measuring, Bullhorn’s feedback solution would be a good starting point. If feedback became a key part of your strategy and you desired more exhaustive tools, then you could always utilize Starred at a later stage – and it’s so easy, too, since Starred integrates with your Bullhorn ATS.

We hope you found this reading interesting and useful. If you have any questions or comments, do not hesitate to contact me at my email address – I will be glad to answer your messages.

External Sources

Exploring Bullhorn’s Enterprise Edition Features

Starred – Bullhorn Integration Page

6 Reasons Why Recruiters Need to Automate Measuring Candidate Experience

There’s no denying it. Candidate Experience is firmly on the mind of recruiters, and rightfully so. Approximately 4 out of 10 candidates that had a bad experience will take their business elsewhere. A lot of agencies and businesses are stepping up their CX game, but there’s still so much room for improvement.

Expert opinions converge on the position that technology will play the biggest role in how recruitment is set to change in the coming years. New technologies pop up continuously, aimed to resolve hiring issues and offering smoother back-office process. All well and good, but when it comes to Candidate Experience, however, the recruitment tech picture hasn’t been so clear.

Research in the Netherlands shows that 41% of companies do not ask their candidates to evaluate their recruitment process. The good news is that the majority of recruiters realize feedback is important. Still, most organisations only ask candidates that are hired for their feedback on the process. Less than 10% ask all candidates for feedback. The biggest learnings are going to come from rejected candidates, so it begs the question: what learnings from candidates are recruiters really missing out on which could help them elevate their business?

The state of Candidate Experience

As a Business Developer at Starred I’m generally the first point of contact with firms looking to get to grips with Candidate Experience. My job is to look for a match between the issue inside an organisation’s recruitment department and what we can do to solve it. I often have really interesting talks discovering recruiters’ ambitions and challenges. Recruiters are becoming more and more aware of Candidate Experience as a topic that needs addressing hands-on. CX is a top priority for 85% of the recruitment departments I have spoken to in the last 6 months.

70% of the organisations I spoke to stated that they are already measuring the Candidate Experience in some way or form. However, the vast majority of the recruitment managers I talk to explain they have a manual process in place to measure candidate experience. Tools like Google Forms, Typeform or SurveyMonkey come up frequently. Dig into research in Customer Experience – a discipline that has grappled with feedback longer than Candidate Experience – and you’ll find that these tools will probably only scratch the surface on actually improving your relationships, and require a lot of manual work in the form of admin and analysis. Customer feedback has trended towards automation for years now, and it’s time for candidate feedback to catch up.

Automating feedback has clear, tangible advantages. Here I’m going to dive into 6 of them. So without further ado, here’s why you need to stop manually sending out surveys, and step up your Candidate Experience feedback automation.

1. Automating Candidate Experience feedback is cheaper.

This might be a shocker. Many recruiters I speak to argue that the prices of automating feedback are too high and they’d prefer to stick with their current process. Besides the disadvantages it brings to the table – that I will explain later – it’s actually not true.

People are expensive. Let’s say that recruitment manager Peter costs a company roughly 100 euros per hour. Peter, like everyone else, understands that improving the Candidate Experience is key in winning the talent in the market. Every week he manually sends out surveys to the hired and rejected candidates in order to get insights into the quality of his department. Say that every week he spends 4 hours collecting the data and 4 hours preparing for and analysing the data.. Multiply his hourly rate with the hours he spends on manual CX measurement per week and you’re already way past the monthly cost of an automated solution like Starred.

2. Automation saves you time so your recruiters can get on with recruiting.

In the aforementioned scenario, Recruitment Manager Peter would have saved at least 5 hours per week if he integrated his recruitment CRM or ATS with Starred and just automated the sending out- and feeding back of feedback data. The data collection would go automatically and insights would be presented in dashboards ready to be acted upon. Peter can use this time to get a good look at the results, to immediately follow up negative feedback and to implement structural improvements. As mentioned, Peter is expensive so it’s a shame to use him for ‘dumb’ work like juggling CSV files for hours. Just for comparison: imagine the positive impact he’ll make on improving his business processes with the right insights, rather than doing admin.

3. Automating candidate feedback is less prone to human error.

Peter is human. Humans make mistakes, and that is okay! But sometimes it is better to make sure you’re on the safe side. One week Peter was preparing his weekly survey and one row of the Excel sheet was accidentally moved so that all candidates were addressed with a wrong name. This didn’t help the response rate – nor did it help their Candidate Experience! This scenario actually happened to a company we spoke to, but let’s stick with Peter for the sake of storytelling.

Imagine the negative candidate experience of being called by the wrong name in what is then obviously an email template – when you’re already deep in a process with a recruiter.

4. Automation provides you constant monitoring on your most relevant candidate touchpoints.

Peter includes the rejected candidates in his labour-intensive survey outreach because he realises that these candidates give valuable feedback as well. Every week he sends out surveys to the hired candidates and rejected candidates that made it till the end of the process

Using an integrated tool allows you to automatically send out these surveys at exactly the right moment in different stages during their candidate journey – on time, and in context. Having to manually separate candidates that were rejected in different stages like CV screening, first interview or contract negotiations and send them different surveys is nearly impossible. But! If you have this process integrated to your existing process you’ll get the most complete results. Feedback needs to match your own way of working in your CRM or ATS, like Bullhorn or Greenhouse.

By automating feedback, it is completely ’embedded’ within your organization and therefore part of your work process. The insights can then come rolling in, without the need to think about how many surveys you’re sending where and when.

5. Automating feedback actually helps keep your conversations personal.

It’s a data-driven age of recruiting. You already know that. Your ATS (Applicant Tracking System) is rich with information like your candidate’s name, date of application and the role(s) he or she applied for. Why not use this to keep the conversation personal?

Tailored. Personalized.
Whereas a generic survey tool like Typeform’s will tell you to use a template which asks a candidate “which department did you apply to?” automating this process in a more tailored, personalised solution like Starred gives you the opportunity to keep this interaction human and keep the conversation going. Why on earth should your candidate have to do your admin for you? This will have the reverse effect of alienating them.

Feedback as a pulse.
On Starred, candidates receive a personal invitation for feedback at the relevant stage in the candidate journey in your own brand, voice and tone – and also only relevant questions, not asking them to tell you which department they applied for. Since feedback should be real-time, integrating this process allows you to respond directly to feedback so that you can do your first ‘damage control’ in cases of negative feedback and positively surprise candidates.

Let your feedback actually feed back.
Feeding feedback data back into your recruitment CRM or ATS – E.G. Candidate Net Promoter Score – will give you an at-a-glance evaluation of the candidate’s sentiment: imagine calling them and already knowing where they stand in terms of how they think of your process. You can adjust your approach accordingly.

6. Automation in candidate experience is about efficiency and getting better at acting on your feedback.

When you are used to manually arranging your feedback outreach, it’ll often get ‘lost’ or buried in your organisation’s processes. Since feedback is very important, but doesn’t feel urgent, it can typically be something that can be forgotten by your recruiters and by management. Integrating feedback into your Candidate Journey with Starred provides you with clear real-time dashboards and a priority matrix – which makes it easy to know how to act on your feedback. A static report is easy to ignore, dynamic dashboards with action points are not.

Wrapping up

As I mentioned at the top of the article – manually measuring Candidate Experience will become outdated for recruiters. Much like what happened in customer service measuring customer experience – firms which automate gain competitive advantage through efficiency. There are huge gains to be had for those who lead the way in this field. Moving from putting out social media wildfires and ‘reputation management’ – to excelling through shining candidate experience and brand. Those who automate their Candidate Experience feedback will find their way towards this promised land much quicker.

Hopefully the above points convinced some of you that going for an integrated feedback process carries more advantages than disadvantages.

Does automating feedback mean replacing the team members who were handling this process before? Absolutely not – it ensures they have their hands free to pick up the really important issues when it comes to Candidate Experience: monitoring and implementing improvements. This is crucial for Talent Acquisition specialists and operations-side leaders in Agency recruitment.


Starred is feedback software optimized for recruiters to take control of their Candidate Experience, including industry leaders like Coca-Cola European Partners, Danone and ASML, as well as major recruiters like Altus Staffing. Got your attention? If these topics resonate and you want to up your CX efforts – reach out and let’s talk.