Case Study: Zappos.com achieves 97% candidate satisfaction with Harver

A Harver Case Study

How Zappos’ dedication  to candidate experience led to a 97% satisfaction score

Zappos.com, the online apparel and footwear retailer known for its legendary customer service, needed to translate that “WOW” culture into its hiring process to attract and identify customer‑service agents who could deliver exceptional experiences. Rather than a sterile battery of tests, Zappos.com wanted an immersive, culture‑forward application that also gave recruiters data to make smarter hiring decisions, so they partnered with Harver.

Harver built and deployed an online recruitment experience for Zappos.com that combined situational judgment tests, introductory videos, personality and cultural‑fit questionnaires, and skills assessments, and Zappos.com added feedback loops to iterate on the process. The outcome: 97% of surveyed applicants reported a positive experience, richer candidate insights for recruiters, and a repeatable, measurable way for Harver to help Zappos.com deliver its signature candidate “WOW.”

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