Making Inclusive Candidate Experience Measurable: The Most Important KPIs Along the Candidate Journey

Most companies believe their candidate experience is inclusive – until they measure what actually happens for the first time. Numbers reveal job postings that look polished but are not accessible. They show drop-offs in places no one expects. And they expose response times that quietly push qualified candidates away long before an interview is even scheduled.

Many HR teams only realise at that moment how wide the gap between intention and reality can be. Inclusion often feels better than it appears in the data. The candidate journey is a space where small frictions can create significant impact. A form that does not work smoothly with a screen reader. A response arriving days later than expected. A phrase that excludes people without anyone noticing.

Data from a market study shows how sharply expectations have increased. Candidates want faster responses and more transparency in the process than ever before. At the same time, regulatory requirements such as the Accessibility Strengthening Act are becoming more relevant, making digital access mandatory from 2025. Those who start measuring now gain an advantage. Inclusion becomes visible. And therefore manageable.

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The Three Dimensions of Inclusive Candidate Experience

Inclusive candidate experience does not emerge from a single measure. It emerges where three dimensions interact: accessibility, fairness and process quality. Each dimension shapes how candidates experience your recruitment process. And each of them can be measured.

Accessibility determines whether people can engage with the process at all. The Accessibility Strengthening Act makes digital access measurable and mandatory from 2025. Accessibility scores, screen reader compatibility and clear navigation paths become core components of a fair candidate journey. Once companies evaluate these factors systematically, they uncover barriers that went unnoticed for years.

Fairness becomes visible when looking at the behaviour of different candidate groups. Market data shows that drop-offs often occur where orientation is lacking or expectations are unclear (Recruitee 2025). Pass-through rates across all stages reveal whether certain groups are disadvantaged – or whether the process is accessible to everyone.

Process quality describes how respectful and stable a process feels. Response speed is a critical factor. A market study indicates that a growing share of candidates expect an interview invitation within one week (Softgarden 2023). Time-to-interaction, sentiment data and cNPS scores help you understand how reliable and appreciative your process appears.

Together, these three dimensions create a picture that goes far beyond traditional recruiting metrics. They show where your process supports people and where it loses them.

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The Most Important KPIs for Each Dimension

Once the dimensions are clear, it becomes obvious which indicators provide real direction. Organisations that aim to create an inclusive candidate journey use KPIs that reflect not only efficiency but also the candidate experience itself.

Accessibility:
The accessibility rate shows how many of your digital touchpoints meet accessibility standards. Market analyses highlight that missing screen reader compatibility, poor colour contrast and unclear forms are among the most common barriers. A rising accessibility score tells you whether your improvements are having an effect.

Fairness:
Drop-off rates reveal where candidates leave the process and whether certain groups are disproportionately affected. Market data shows that high drop-offs between the invitation and interview phases often stem from uncertainty or a lack of orientation (Recruitee 2025). Pass-through rates help you observe opportunity equity across the entire journey.

Process quality:
Time-to-interaction is one of the clearest indicators. Market studies show that delayed responses remain one of the most common reasons for candidates abandoning the process (Softgarden 2023). Sentiment scores and the Candidate Net Promoter Score (cNPS) complement this picture and show how respectful and reliable your process feels. Market data also underscores that willingness to recommend is a strong signal of a positive experience.

These KPIs help you shape a process that is not only faster or more structured, but meaningfully more inclusive.

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Using Feedback Wisely: How to Hear Diverse Candidate Groups

Data shows you where a problem lies. Feedback explains why it occurs. Many organisations collect feedback only at the end of the process, long after the decisive moments have passed. An inclusive measurement system needs feedback loops that start earlier and recognise the diversity of candidate groups.

Micro-surveys placed immediately after key interactions capture real-time impressions. Whether an invitation was clear. Whether a form provided orientation. Whether the tone of communication felt respectful. Market analyses confirm that candidates react strongly to clarity, structure and reliability (Stellenmarkt.ch 2025).

Qualitative interviews open up additional perspectives. Comments on tone and fairness reveal how your process sounds and how candidates experience it emotionally. You also see which groups have specific needs. People with disabilities assess accessibility differently from international candidates who rely on clear, simple language.

Only by combining quantitative and qualitative data does a complete picture emerge. A high cNPS becomes more meaningful when you know it is driven by clear communication or respectful conversations. A rising drop-off rate becomes explainable when feedback shows that a selection step was confusing.

This creates a system that not only measures, but understands.

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From KPIs to Impact: How Organisations Improve Through Data

KPIs are the starting point. Impact emerges when you translate them into action. Organisations that continuously improve their candidate journey identify patterns early and act on them.

Time-to-interaction is a good example. Market studies show that candidates expect significantly faster responses than in previous years (Softgarden 2023). Some organisations now define fixed response intervals, assign clear responsibilities or send personalised confirmations. The result: fewer drop-offs and noticeably higher satisfaction.

Drop-off rates reveal where people leave the journey. Market data shows that lack of orientation or overly complex selection processes are common reasons (Recruitee 2025). Organisations that respond to these findings simplify their steps, set clear expectations or structure interviews more consistently.

Accessibility is another powerful driver. The new regulations make digital barriers measurable for the first time. Once companies evaluate accessibility scores systematically, they uncover blocks such as PDFs without alternative text, buttons that are difficult to access on mobile devices or forms that overwhelm screen readers. Removing these barriers improves usability for all groups.

The most meaningful change occurs when quantitative and qualitative data converge. Market analyses highlight that KPIs gain depth only when supported by real feedback. This is how a process becomes not only more efficient, but fairer.

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Conclusion

Inclusive candidate experience does not come from good intentions. It comes from clarity. And clarity emerges when data reveals what candidates truly experience. The three dimensions – accessibility, fairness and process quality – provide orientation. The right KPIs show whether your efforts are working. And feedback from diverse groups explains why certain barriers exist.

Organisations that follow this path recognise patterns earlier. They react faster. And they make decisions that provide stability rather than exclusion. This is the value of an inclusive measurement system: it shows not only where you stand, but what becomes possible when you treat recruiting as a learning process, one that supports people rather than losing them.

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If you want to improve your candidate experience and make it genuinely measurable and more inclusive, we’re here to support you. With a sharp focus on the right KPIs, experience from data-driven recruiting projects and an understanding of how small adjustments can create meaningful impact. Get in touch with us and together we’ll build a process that gives candidates clarity and reduces barriers.

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Sources

• Softgarden / Saatkorn (2023): Candidate Experience Studie 2023.
• Recruitee (2025): Wichtige Recruiting KPIs, die du kennen solltest.
• Jobmenü (2025): Barrierefreiheit in Stellenanzeigen — BFSG und digitale Zugänglichkeit.
• Stellenmarkt.ch (2025): Best Practices für inklusives Recruitment.
• iSmartRecruit (2024): Top Recruiting KPIs You Should Measure in 2024.
• Greenhouse (2024): A hiring team’s guide to DE&I metrics.

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