Every stage change in the ATS now triggers a 30-second micro-survey for that touchpoint. AI clusters the open feedback, detractors page the recruitment lead the same day, and candidate NPS typically climbs around 31 points within six months.
Typical results
47%
Survey response rate
Same day
Detractor follow-up
5
Touchpoints measured per journey
Figures reflect typical results for this kind of automation.
The challenge
Hiring thousands of retail staff a year, the chain measured candidate experience with one annual survey that 11% answered — months after the fact, too late to matter. Online employer reviews revealed problems first, store managers heard complaints HR never saw, and nobody could say which stage of the funnel was driving good applicants away.
Before and after
Candidate NPS
4.9×Survey response rate
4.3×The automation
We wired the ATS so every stage change — application, screening, interview, offer, rejection — sends a two-question micro-survey over WhatsApp or email, timed to that touchpoint. AI clusters the open-text answers into themes and updates a live dashboard by stage, region and recruiter. Any detractor score pages the recruitment lead the same day with full context, turning bad experiences into recovery calls instead of bad reviews.
How it works
- 01
Stage change fires survey
Moving a candidate in the ATS sends a two-question micro-survey for that touchpoint.
- 02
Replies roll in
WhatsApp and email answers land within hours, while the experience is still fresh.
- 03
AI clusters themes
Open feedback is grouped by stage, region and recruiter into a live picture.
- 04
Detractors page the lead
Low scores escalate the same day with full context for a recovery call.
- 05
Dashboard drives fixes
Live NPS by touchpoint shows exactly which stage to fix next.
Starts from
- ATS stage changes
- Micro-survey replies
Delivers
- Live NPS dashboard
- Same-day detractor alerts
- Stage-by-stage insights
The impact
Response rates jumped from 11% to 47%, and candidate NPS rose 31 points — from +8 to +39 — in six months. Three broken touchpoints surfaced and got fixed within weeks, and every detractor now hears from a human the same day they complain.
Questions about this automation
When are candidates asked for feedback?
Each stage change in the ATS, such as application, screening, interview, offer or rejection, triggers a two-question micro-survey by WhatsApp or email. It asks for a score and one open comment about that step. Timing is set per stage so the question arrives while the experience is still fresh.
How does the AI handle open-text answers?
The AI reads each comment and groups it into themes such as slow replies, unclear instructions or scheduling problems. Themes are tagged by stage, region and recruiter and feed a live dashboard, so the recruitment team can see which touchpoint draws the most complaints and track whether a fix is working.
What happens when a candidate gives a low score?
A detractor score triggers an alert to the recruitment lead on the same day, with the candidate's stage, recruiter and comment attached. The lead can call the candidate back while the issue is fresh. Simple automations like this are usually live within days once the ATS stage changes are connected.