Hiring teams have mastered efficiency: Funnels are automated, campaigns optimised, and time-to-hire shorter than ever.

But ask candidates what it feels like to apply, and the story changes.

The trust gap in hiring is growing. Candidates hit “apply” into a void, managers skim the first 20 CVs out of 200, and feedback loops rarely close. Traditional KPIs like application volume and time-to-hire tell us how busy we are, not how well we’re doing.

If trust is the new KPI, then TA leaders need a better dashboard.

At inploi, we’ve seen leading employers like Compass Group, GAIL’s, and PureGym move beyond volume metrics toward experience-led insights that reveal where trust is built, or lost, in real time.

1. Re-apply rate: The trust loop indicator

If a candidate reapplies after being declined, it’s not just persistence, it’s confidence in your brand. A strong re-apply rate shows that candidates trust the process enough to try again, believing they’ll be treated fairly next time.

• Why it matters: It quantifies reputation among rejected candidates — a group that influences word-of-mouth more than you think.

• How inploi helps: Tracks re-apply patterns by source and stage, showing where experience builds loyalty.

2. Bot drop-off rate: The automation reality check

AI chatbots can streamline early screening, or alienate candidates. A sudden rise in bot drop-off rate (where candidates abandon automated flows) signals unclear logic, friction, or tone mismatch.

• Why it matters: Drop-off equals distrust. The candidate is saying, “I don’t believe this process sees me.”

• How inploi helps: Surfaces real-time interaction data so teams can fix friction before it impacts conversion.

3. Feedback touchpoint NPS: Measuring moments, not just outcomes

Most employers only ask for feedback after a rejection or offer. But trust is built across multiple micro-moments: from chatbot greeting to interview follow-up.

By tracking NPS by touchpoint, you can pinpoint where sentiment shifts: did enthusiasm drop after an assessment? Did responsiveness recover it?

• Why it matters: Helps diagnose the emotional highs and lows in your process.

• How inploi helps: Captures candidate sentiment at every stage, visualising where experience turns into advocacy, or attrition.

4. Application-to-interview ratio: Fairness in the funnel

As Martin Wonham, Head of Talent at wagamama, puts it:

“The CV is dead. It tells us nothing about someone’s potential or attitude.”

Tracking how many applicants progress to interview by site, region, or demographic shows whether your process supports inclusion, or unintentionally filters out great talent.

• Why it matters: Equity and efficiency don’t have to compete; they can reinforce each other.

• How inploi helps: Surfaces bias patterns and conversion bottlenecks in real time, helping recruiters rebalance fairness.

5. Pending application volume: The brand risk metric

Thousands of pending applications sitting unanswered don’t just slow hiring, they damage trust.

Martin warns: “That pending application could be one of our regular guests. If we don’t reply, what does that say about us as a brand?”

• Why it matters: Every unacknowledged application is a missed brand touchpoint.

• How inploi helps: Alerts teams when thresholds are exceeded and automates polite, timely communication to protect brand equity.

From Data to Trust

When experience metrics join your dashboard, the conversation shifts:

• From how fast we hire → to how fair we are

• From funnel health → to brand health

• From activity → to advocacy

inploi’s analytics layer surfaces these trust-based metrics across the full funnel, helping TA leaders see what candidates feel, not just what they do.

Ready to see beyond the funnel?

👉 Talk to us about unlocking your full-funnel candidate insights.

FAQs

1. What are candidate experience KPIs?

Candidate experience KPIs measure how applicants perceive and interact with your hiring process: including responsiveness, fairness, and engagement. They go beyond efficiency metrics to show how trust impacts conversion and brand loyalty.

2. Why is “trust” considered the new KPI in hiring?

Because trust determines whether candidates complete applications, provide honest information, and reapply in future. It directly influences employer reputation, retention, and referral quality.

3. How can technology improve candidate experience metrics?

Platforms like inploi track signals such as drop-off rates, engagement, and NPS in real time. This data enables recruiters to remove friction, reduce bias, and automate human-centred communication at scale.

4. What’s the difference between traditional KPIs and experience-led KPIs?

Traditional KPIs (e.g. time-to-hire, cost-per-click) measure speed and volume. Experience-led KPIs (e.g. reapply rate, feedback NPS) measure trust and quality, showing how well your process converts interest into advocacy.