Customer experience management requires understanding customer expectations. In recruitment, like any other services, customer experience can make the difference between satisfaction or true partnership with a recruiting provider. Since recruiting services are based on trusted relationships between an employer and a recruiting provider, one could argue that customer experience is at the heart of recruiting services. 

McKinsey points out that it is critical for any organization to first define the type of customer service they want to deliver and to base their operational development on this customer experience objective.  The value customers of recruitment agencies’ experience are based on their likelihood of recommending the service to others as well as their ongoing relationship with a recruitment provider.  Processes and technologies are set up by agencies to assure that customer experience can be maximized.

A LinkedIn article suggested the following ways to improve customer experience.

1. Ask for and Pay Attention to Customer Feedback
2. Embrace Digital Technology that Seamlessly Integrates with Your Existing Systems
3. Provide Multichannel Support to Your Customers
4. Personalize Your Customer Service

Higher Outcomes HR’s mission is “to collaborate with organizations to discover the power of a positive company culture to attract and retain talented people and to help them develop great workplaces that are attractive to job seekers and spark better team engagement, retention and results.”  We measure customer feedback by post engagement evaluations and by candidate feedback surveys. We focus on supporting smaller health care organizations and strive to personalize our services. At Hire Outcome HR, we focus on achieving the best possible outcomes for our clients and we discuss key performance indicators with them and document key results areas that were defined in our service agreement.

Source: How to improve the customer experience | McKinsey & Company , Understanding Customer Experience (hbr.org) , Building blocks of successful customer experience | McKinsey , (99+) 5 Ways to Improve the Customer Experience | LinkedIn