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Phily Hayes

Outbound Sales Manager

LearnUpon

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

your organisation.

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

culture.

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

brand.

• Detractors choose between 0 and 6.

These respondents are unsatisfied

customers. They may even damage your

business's growth with negative word of

mouth.

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.

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