How can you use the Net Promoter Score (NPS) to evaluate a workshop?

NPS is now a gold standard in Customer Experience evaluation. I used the following steps - Select the right Audience for workshop - Define clear objectives - Have simple survey form - Calculate NPS - Analyze comments - Iterate & Improve A NPS of 70% was a benchmark that we aimed for. However while my tenure as a trainer NPS could not provide insights on what needs to be improved. This scorecard only limited us to ascertain loyalty but not acquisitions made with the specific workshop. NPS is mostly inward looking exercise without any view of market/competitive dynamics.

more and more business tend to walk away from relying mainly on NPS. The idea of using NPS is far from being effective - it is a Reactive approach which measures satisfactions POST action. What works better is real time capturing of usage of adoption using Events, Happy Moments etc. By designing the customer journey (or workshop journey) in a modular way, only when the user has reached the next milestone are you able to tell if the UI/CX has been engineered effectively or wrongly. This is similar to wrapping up a topic with a single quiz or pop-up questions across the learning path.

NPS is a customer experience metrics that measures loyaty.Nps is measured by asking the customers in a scale of 1-10 how likely one is to recommend a business.The accumulated ratings are graded as one number between -100 to 100.Nps can be used to evaluate the effectiveness of a workshop by asking the attendees to rate the workshop.The feedback given is very crucial as it will ensure that the feedback is taken to account in future workshops thus improving the quality of workshops in future.

Although NPS can be very effective for measuring the moment, it may not be effective at measuring the overall success of the training. Used in conjunction with other KPIs it is a great tool. It not only measures what you do well when teaching but also shows you where you need to improve. For me I love to see what I have done well and to read the positive feedback but where I learn and grow personally is in the detractors. I study these and look to see what areas I need to improve. As an instructor, this is very helpful. However it does not tell the overall success of the training or usage and adoption of the solutions or technology. For that you need additional KPIs. So NPS is a great tool to used in your toolbox but not the only one.

Embed it in a modular way instead of waiting for the end of the workshop: Find important steps or events across the entire workshop and then pop it up. Using a modular approach can help you to get a better understanding of how the workshop was designed and delivered, and then tweak the agenda for the sake of future workshops.

Utilizing Net Promoter Score (NPS) to evaluate a workshop is a straightforward yet insightful approach. By asking participants about their likelihood to recommend the workshop on a scale of 0 to 10, you capture a quantitative measure of satisfaction. Including an optional open-ended question provides qualitative insights into their specific feedback. Employing various tools such as online platforms, paper surveys, or mobile apps makes data collection and analysis efficient, allowing you to gather valuable participant perspectives and enhance future workshops based on their input.

When I worked at the "fruit" company we used NPS as a way to measure our success and to grow as individual trainers. There were sections on the how the trainer did, the course materials, the delivery, and knowledge. This allowed us to learn how the instructor did and how the course was received. NPS helps show the instructors what they do well and where they may need improvement. Working with leadership and mentors can help them improve what they need to as well as allow them to share what they do well. This helps the instructor improve through feedback as well as through sharing successes. It also allows us to see how we can improve the workshop. What area worked and what didn't. The key is, to always be improving the workshops.

Imagine a software company conducted 2day workshop on agile Dev for a client's org. They sent out a short concise survey to get high response rate, asked open-ended ques & also followed up with non responsive participants. 30% promoters (9-10score) 50% passives (7-8) 20% detractors (<6) NPS= (P-D)%= (30%-20%)= 10% 10% NPS indicates that the workshop was generally well-received, promoters > detractors. BUT ! There is room for improvement, as 50% of participants were passives. Call to Action is Very Imp : 1. Analyze the feedback from promoters/detractors to identify what worked well & what could be improved. 2. Reach out to passives to get more in-depth feedback. 3.Make changes to the workshop to improve the exp for future participants.

In several ways, NPS is not the best metric for evaluating a workshop. It tells how good or bad something is, which is fine, but then it doesn't really help determine what is it that is leading to that score, whether high or low. So, if there are aggregate high-level measurements to gauge trends, say how well we are doing Q-o-Q or Y-o-Y, then I guess NPS is not a bad choice. In that sense, it is like the GDP metric - it tells how a nation is growing, or not growing, but doesn't tell what is working and what is not. So the key is to have other questions, especially free-form narratives that help gather unstructured feedback to develop a deeper understanding and determine the root causes.