Candidate experience is no longer a soft concept. It is a measurable factor that directly impacts program growth, brand reputation, and candidate loyalty. Yet for many organisations, the idea of improving that experience feels like a costly or complex project.
The truth is, it doesn’t have to be. You can make meaningful improvements with little or no budget by focusing on clarity, communication, and empathy throughout the candidate journey.
Here are five practical steps to start improving candidate experience today.
1. Simplify Everything You Can
The easiest and most effective way to improve candidate experience is to make things clearer. Review your current materials: instructions, FAQs, scheduling guidance and confirmation emails. Put yourself in the candidates shoes and ask, is it simple to follow?
Complex or inconsistent information creates stress and confusion, especially when candidates are already anxious about an exam. By rewriting content in plain language and ensuring key details are easy to find, you can reduce both support requests and candidate frustration without spending a penny.
2. Prepare Candidates Before Exam Day
Exams are inherently stressful, but much of that anxiety can be reduced with the right preparation. A readiness exam or a short practice session gives candidates confidence and helps uncover technical issues before the real test.
Even something as small as a pre-exam checklist or a short “what to expect” video can make a significant difference. When candidates feel prepared and know what is coming, their overall trust in the process increases.
3. Communicate with Empathy
Empathy might not sound like a technical improvement, but it has a measurable impact. The tone of your messaging, both automated and human, shapes how candidates feel about your organisation.
Encouraging and reassuring language, especially at key stress points such as login, system checks or result waiting periods, helps candidates feel supported. A short message like “You are ready, take a deep breath” can completely change their mindset.
At Kryterion, we include positive affirmation messaging within our platform and provide training for support teams to ensure candidates feel heard and valued.
4. Focus on Accessibility
Accessibility is about more than compliance. It is about inclusion and fairness. Every candidate should be able to access exams regardless of ability, technology, or language.
Following recognised standards such as VPAT and WCAG 2.2 ensures that your platform supports screen readers and other assistive technologies. Simple steps such as checking colour contrast, using plain fonts, or testing for keyboard-only navigation all make a difference.
When candidates know that your program is designed for everyone, it builds trust and respect that lasts well beyond the exam itself.
5. Listen to the Feedback You Already Have
Most organisations collect candidate feedback but do not always act on it. Even without new tools or systems, existing survey data can reveal patterns. Look for recurring words or themes that point to friction in your process.
At Kryterion, we regularly review satisfaction comments to identify opportunities for improvement. Our overall satisfaction rate is 96%, yet we focus on understanding the remaining 4% who were not fully satisfied. That mindset ensures continuous improvement and keeps the candidate’s voice central to everything we do.
Final Thoughts
Improving candidate experience doesn’t require a new platform or a large investment. It starts with small, thoughtful actions that show candidates they are supported, prepared, and respected throughout their journey.
By focusing on clarity, empathy, accessibility, and continuous listening, any organisation can make immediate progress. These changes build trust and, over time, turn candidate satisfaction into lasting program growth.
Watch the On-Demand Webinar: Candidate Experience Matters!
Ready to see these principles in action? Watch our on-demand webinar, Candidate Experience Matters!, presented by Angela Street, Chief Customer Success Officer, and David McHardy, Customer Success Manager at Kryterion.
In partnership with CeDMA Enterprise, this session explores practical ways to enhance candidate experience—without increasing your budget.
You’ll discover:
- How to identify small friction points that impact satisfaction
- How empathy-driven communication improves trust
- Simple, scalable steps to make exams more inclusive and supportive
About Kryterion
Kryterion Inc. is a global leader in innovative testing and credentialing solutions, helping organizations across various sectors develop and manage their assessments with our advanced test development platform and multi-modal delivery solutions. Established in 2001, Kryterion offers secure, integrated services and extensive support, empowering candidates to demonstrate skills and achieve success in world-class careers.