Net Promoter Score (NPS) is one of the most important Key Performance Indicators and measures of candidate satisfaction for Virgin Media. Every candidate who attends either a telephone assessment or face-to-face assessment is sent an NPS survey by email in which they are asked to rate from 1 to 10
TMP were asked to help Virgin Media improve its scores for these questions.
Net Promoter Score (NPS) is one of the most important Key Performance Indicators and measures of candidate satisfaction for Virgin Media. Every candidate who attends either a telephone assessment or face-to-face assessment is sent an NPS survey by email in which they are asked to rate from 1 to 10:
Candidates who give a rating of six or below are Detractors; those giving a seven or eight are Passives; and those giving a nine or 10 are Promoters. Subtracting the percentage of Detractors from the percentage of Promoters gives the overall NPS score.
Virgin Media historically receive many applications for each role and, with an application to hire ratio of 25:1, the majority of applications result in a rejection. For a long period of time, the average score rated for overall experience was -29 points. Virgin Media challenged us to improve this score to 0 – so that the Promoters cancelled out the Detractors.
We categorised and analysed the most common reasons for a Detractor score and then brainstormed our findings with Virgin Media. We then agreed a series of interventions and assigned a TMP project manager to implement each solution. The main themes identified were our speed of response to candidate queries and the provision of timely feedback.
Our improvements included:
"As we are a consumer led business, NPS is an important metric to Virgin Media. Having put candidate experience at the heart of our Resourcing strategy, we challenged TMP to work with us to find ways to improve NPS and then implement the agreed initiatives. We were thrilled to see an improvement in our overall NPS score and being able to categorise the scores made it easier to identify areas for continuous improvement. Maintaining and improving NPS will continue to be an important part of how the recruitment service is measured and we are pleased that TMP has recognised the impact they have on these metrics."
Pip Macdonald - Resourcing Supplier Manager, Virgin Media
The results have been amazing! Virgin Media’s score moved from an overall NPS of -29 to +12! The team responsiveness rating has risen to +22 and the team helpfulness rating to +25. Beyond the NPS, we’ve also seen time from application to telephone interview reduced to three days; time from application to face-to-face interview reduced to eight days; and overall time to hire reduced to nine days.
Feedback from candidates has been very encouraging: