I love writing reviews. I always thought this helps businesses improve their processes and lets my fellow consumers in on what to expect.
So recently, I was applying for jobs at six mid-large Australian organisations and I thought I would share a little more about my application experience.
Here’s what I found:
Company A – Big 4 Accounting Firm
Applied via LinkedIn which led me to Workday their ATS. I had to create a user profile. The application process was pretty quick at about eight minutes.
It looked like they had extensively modified the Workday candidate user experience when it came to the application form.
Parsing accuracy was good.
Since my application on 6 June I have not received any further correspondence. There was no information provided to set expectations around the recruitment process.
Company B – Top tier Mining Company
Applied via SEEK which led me to PageUp ATS. I did not need to create a user profile and the application process was one of the fastest at just over four minutes.
Parsing accuracy was good.
There was no information given in terms of setting expectations around the recruitment process or the timing of the process.
I applied on 15 May and received an unsuccessful notification email on 27 May. Actually, an ok process in terms of timing but missing the setting expectations part.
Company C – Top tier Mining Company
Applied via SEEK which led me to SmashFly CRM where I created a profile.
This then led me to Cornerstone ATS where I had to create another profile.
CV parsing was poor. The big gripe here was that I had previously applied to a role but was unable to use my email address so had to use a different email address and complete a whole new application.
The application took over 25 minutes to complete with three quarters of this spent fixing the parsed data.
I applied on 13 May, received an email two weeks later informing me I had progressed to psych assessment which I completed on 29 May.
As at this time (almost three weeks later), I have had no further correspondence. I wonder what the application drop off rate at this company is for mobile applications.
I wonder whether my psych test indicated that I should be checked into a padded room? Watch this space.
Company D – Multi-National Oil & Gas Company
Dare Recruitment Agency found my profile on SEEK Premium Talent and put me forward for the role.
I interviewed within several days of being approached. I contacted the agency with feedback post interview on the interview. I have not heard back from the agency nor the company since my feedback to the agency.
Company E – Mid tier miner
Applied via LinkedIn through to LiveHire. As I already had a LiveHire profile (it’s free to create a profile) from a previous application it took me all of four minutes to apply. I received an SMS confirming application.
Knowing the capability of this particular product, the actual process experience was underwhelming. The tech experience was great but let down by process.
Weeks later I received notification of not successful. Once again, no guidance around what to expect from the recruitment process.
The LiveHire mobile interface/user experience was really sweet.
Company F – Commonwealth Bank
I applied via LinkedIn through PageUp and was required to complete a user profile. It took me about 11 minutes to apply and parsing was good.
Immediately upon applying I was given a link which outlined the recruitment process, setting my expectations.
I was called the following day by a senior team member for a brief chat who explained there had been some changes and they would get back in touch with me with a further update.
The best experience I have so far.
I am a customer of CBA, and this experience further engages me with the brand. What would have happened had I had the experience of Company C? I might have taken my business elsewhere….
I’ve mentioned CBA because of the positive candidate experience I received, and they by far stand out from the crowd in my recent application experience.
What it all means….
The common experience for the majority is that NO ONE is setting expectations around the application process. The black hole we often hear so many complain about. It’s really not that hard. We could include an infographic on the careers site, or a link to a page which outlines the process such as the one CBA provides.
Of a dozen applications I have made, two have provided what I consider to be a good experience. That is, the application was process was relatively quick, gave me information about the process and what to expect, and personalised their communication to me including a phone call within twenty-four hours of applying.
Recently I spoke with a recruitment leader from a consumer business in the service industry. They worked with their marketing and member services team and landed on cost per customer of circa $1,100.
They then used the Talent Board calculator to work out what a poor candidate experience was costing them. Based on their hiring, it was costing them millions in potential lost revenue. They have now registered for the 2019 APAC program.
The black hole is real. The black hole sucks and all that money you’ve spent on EVP, branding, technology is going to waste thanks to a rather rubbish candidate experience.
In today’s competitive Talent landscape, can we afford to continue down the same path?
Note: I rated parsing accuracy as poor where over half my time for the application was spent fixing the parsed data. A good rating was for a few small adjustments and an excellent rating where I did not have to edit any of the parsed data. The resume I used has a few margins, but very little by way of formatting and tables.
Cover image: Shutterstock
The Candidate Experience Research Program is now taking registrations for 2019. If candidate experience is important to you, you need to check it out. Click the below image to register now.
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