Presentation by: Andrew Ambroseaambrose@gmail.com@ambroseandrew

Net Promoter Score (NPS)for Learning Projects

What is Net Promoter Score?Based on the fundamental perspective that “customers” can be divided into three categories:

• Promoters• Would recommend the product to others• Would return to the service

• Passives• Were satisfied, but not energetic about the product/service

• Detractors• Would not recommend the product to others• Would not return to the service

NPS for Learning ProjectsLearning projects need to gather learning and content feedback from learners.

• Quantitative:• Their satisfaction that the learning experience (flow, interactivity,

facilitator) met their need between 0-10• Their satisfaction that the learning content (depth, relevance,

value) met their need between 0-10

• Qualitative• For each we need to know WHY they were satisfied or

dissatisfied• This is immediately actionable feedback

This provides the fundamental data required for a KP level 1 survey on what to keep(success) or revise(fail).

Questions to ask:

• Between 0 and 10, how satisfied were you with the learning experience? (Interactivity, facilitator, etc)

• Why did you select this rating?

• Between 0-10, how satisfied were you with the appropriateness of the content? (Depth, relevance, etc)

• Why did you select this rating?

NPS for Learning Projects

This provides the fundamental data required for a KP level 1 survey on what to keep(success) or revise(fail).

How to Calculate Your ScoreLearners respond on a 0-to-10 point scale• Promoters

• Score 9-10 - loyal enthusiasts who will fuel growth• Why? - Learners will tell you what to KEEP doing

• Passives• Score 7-8 - satisfied but unenthusiastic

learners• Why? Learner metric is neither loyal or disloyal and disregarded.

• Detractors• Score 0-6 - unhappy learners who can damage your brand and

impede growth through negative word-of-mouth• Why? - Learners will tell you what to STOP doing

How to Calculate NPSNPS = %Promoters - %Detractorsex. 10 responses: 4,4,5 (30% are detractor responses)

7,8,8 (30% are passive responses)9,9,9,10 (40% are promoter responses)10% NPS (40% - 30%)

How to Analyze NPS• Calculate the score and chart it

• Each successive score will show you growth or decline• Useful in management/team discussions• If same survey used for all programs/areas, gives comparative

adoption/impact across the organization

• Review the feedback• Each session, review all feedback trends and action it

• What to keep doing – communicate to learning team• What to stop doing – communicate to learning team

• Review previous survey trends and actions, are we getting better?

Why NPS for Learning Projects?• It’s easy for the learner

• 1 or 2 Question Surveys• Fewer questions = higher response rate• Ask something the learner is an expert in, their own satisfaction

• Did the material meet my need? Why or Why not?• Would I recommend it to others? Why or Why not?

• Practical feedback on what they hated or loved

• Actioning the feedback evolves the learning program forward

Good and Bad Profits• Generating good profits

• Allowing the learner to evolve the content through feedback• Walk away with valid qualitative and quantitative data• Creating a continuum where learner feedback actually used

• Steering away from bad profits• Stop gathering numerical data that you cannot action

(When only asking ratings, HOW do we go from a 3 to 4?)• Stop focusing on questions the learners is not expert on

(What is the quality of the course?)• Stop gathering data you have no intention/ability to act upon or

can get elsewhere. (What browser did you use?)

Net Promoter Operating Model

• The more it’s used, the more accurate it gets

• Shift your thinking from “Tracking Feedback” to “Analysis & Evolution”

• Don’t obsess about the score• The score is used in relation to other similar

executions, not standalone • Chart it to show growth between executions

• It’s all about the actioning of feedback

Measuring Voice of the Learners – Further uses of NPS in Learning Projects

• Relationship Tracking• Survey project team on the learning team’s performance• Survey learning vendors relationships

• Interaction Monitoring• Pilot Feedback

• Continuous Listening• Replace current KP1 method with NPS

• Periodic Immersion• Bring trended feedback into quarterly/fiscal planning