Will at Work Learning: Net Promoter Score — Maybe Fine for Marketing, Stupid for Training
From Will Thalheimer…
More and more training departments are considering the use of the Net Promoter Score as a question–or the central question–on their smile sheets.
This is one of the stupidest ideas yet for smile sheets, but I understand the impetus–traditional smile sheets provide poor information. In this blog post I am going to try and put a finely-honed dagger through the heart of this idea.
My take: something done poorly is best not done at all…and that sums up most of my feeling on the use of smiley sheets as the sole measure of “training success”. I recall my days as a MCSE / MCT for a major corporate training provider here in Canada. Microsoft Curriculum demanded a feedback form after every class. We were even supposed to send them to MS Canada, but apparently even they didn’t bother looking at them in detail. However, woe betide any MCT who didn’t score highly. As for me? I was less concerned about the numerical scores. I used to tell my students, “a 5 or 6 out of 7 with some comments about what you feel needs improvement is of much more value to me than a 7 out of 7 with no comments at all.”
As time has gone on, I have fallen further away from Kirkpatrick’s model (Dan Pontefract’s comments on it notwithstanding) and I prefer to use other methods for evaluation. Will is very interested in “mythbusting” in the L&D space and this post is another example of some of the practices that persist in L&D – to our collective detriment.
Posted on March 13, 2015, in commentary, evaluation, Insiders, questions, reblog, thoughts and tagged Evaluation, Kirkpatrick, myths, Net Promoter Score, Smile Sheets, Will Thalheimer. Bookmark the permalink. 3 Comments.