Outbound Sales Manager
How to use your NPS to
improve employee training
Increasingly, businesses are using their Net
Promoter Score, or NPS, as a valuable tool for
assessing the effectiveness of their e-learning
strategy. Not only does it help you measure
your training performance, but it also helps
calculate your return on investment (ROI)
while encouraging a culture of learning within
To help you get the best results from your elearning, we're going to delve into an NPS
definition. We're also going to show how to
utilise the NPS to evaluate and improve your
employee training, and highlight some musttry tips for creating an impactful e-learning
What is the Net Promoter Score?
The NPS is a loyalty metric that's usually
associated with a customer's satisfaction with
a product or service. Your score is calculated
using a one-question survey that asks your
customers: How likely is it that you would
recommend [our company/product/service]
to a friend or colleague?
The respondent chooses from a scale of 0 -
10 how likely they are to recommend the
subject in question, with 0 being not at all
likely and 10 being extremely likely.
Depending on their answer, respondents then
fall into one of three categories:
• Those who choose a score of 9 or 10 are
called promoters. These respondents are
very satisfied, loyal customers, who
actively recommend your brand.
• Scores of 7 or 8 are passive. These are
satisfied, but not necessarily loyal
customers. This suggests that they may
be open to switching to a competitor
• Detractors choose between 0 and 6.
These respondents are unsatisfied
customers. They may even damage your
business's growth with negative word of
To calculate your score, you need to use the
following equation: % Promoters - %
Detractors = Your NPS. To collect customer
feedback and calculate NPS scores, Wootric,
AskNicely, and Medallia are popular tools.
Take a look at Delighted or NPS Benchmarks
to benchmark your score against businesses
that offer a similar product or service to your
own. Doing this gives you a ballpark figure to
use to assess your NPS.