Feedback-Driven Interviewing at HackerOne

The Talent Acquisition team currently has a net promoter score (NPS) of 56%, while the industry standard is 50%. However, we can improve and refine our hiring practices to attract and retain the best talent while maintaining a strong employer brand. 

The Catalyst for Change

Our journey started when we discovered a common theme in the feedback from the people we interviewed. They enjoyed our authentic approach to interviewing and dedication to transparency. 

We constantly seek ways to streamline our hiring processes and provide candidates with a more personalized and supportive experience. This includes leveraging technology, iterating our interview practices, and ensuring transparency at every stage of the hiring process.

We are focused on increasing our NPS further by highlighting great feedback, recognizing exceptional candidate/recruiter experiences, and addressing feedback. When we receive constructive feedback, it is immediately flagged to the relevant hiring manager and their talent strategy partner. This prompt addresses issues swiftly and makes necessary adjustments. 

When feedback is particularly negative, our director of talent acquisition personally contacts candidates to understand their concerns and work toward a resolution. This direct engagement has mended relationships and demonstrates our commitment to valuing candidate experiences.

Honestly, this is one of the best, if not the best, interviewing experiences I've ever had. [There was] transparency, feedback, professionalism, and friendliness in general. - HackerOne candidate

Listening to and Learning from Candidates

Taking this feedback to heart, we constructed a more structured interview process. This wasn't about implementing restrictive measures but ensuring clarity, consistency, and fairness in evaluating candidates. 

Our goal was clear: refine our process so that it respects the time and effort of our candidates while maintaining the high standard of talent acquisition that is crucial to our success.

Implementing Structured Interviewing

Structured interviewing allows us to create a more predictable framework, ensuring a fair and comprehensive assessment for all candidates. Here are the steps we took:

• Create a Consistent Framework: We developed a set of standardized questions relevant to each role. This ensures all candidates are evaluated using the same criteria and minimizes unconscious bias.
• Train Interviewers: Our interviewers underwent structured interviewing training, ensuring a fair and consistent experience for every candidate.
• Collect Feedback: The feedback loop didn’t end with the implementation. We continue to gather insights from interviewees about their experience, which allows us to make iterative improvements.

Outcomes with Impact

The switch to structured interviews had a big impact. Our teams implemented new processes focusing on inclusion, which created greater business alignment.

• Candidates have expressed greater satisfaction with the interview process, highlighting the fairness and transparency of the approach.
• Our hiring teams have found it easier to compare candidates objectively, leading to more informed hiring decisions.
• Overall, the process has become more efficient, which has helped us onboard individuals who align with our values.

My interview experience with HackerOne was probably one of the best I've had in my career. Scheduling was prompt and easy, and the interviewers were warm and welcoming; talking to some of them truly felt like I'd already worked with them. - HackerOne candidate

Our commitment to improvement through feedback doesn’t stop here. As HackerOne grows, so will our methods and practices, guided by the invaluable insights shared by those who go through our interview process. By embracing structured interviewing, we’re refining our hiring process and reinforcing our dedication to openness, equity, and continuous growth.

Click here to learn about open roles at HackerOne.