.svg)
Tracking and Boosting the NPS Scores of Your Learning Content
How do you know if your learners are truly engaged?
It’s a question every L&D team should be asking—but many don’t. Instead, they’re overwhelmed with content production, updates, and translations, with very little time to stop and check engagement and satisfaction levels. The result? Missed opportunities to gather feedback that could dramatically improve your learning programs.engaged?
Analytics, such as xAPI, aren’t always the solution. While xAPI is rife with possibilities, it typically requires additional tools (such as a Learning Record Store, or LRS), and indications of how much learners actually liked the learning are not typically out of the box data points which projects will track.
One powerful (and often overlooked) way to measure engagement is through Net Promoter Score (NPS). This widely used customer satisfaction metric also works incredibly well for gauging learner loyalty. It simply asks learners how likely they are to recommend your course to others, using a 1–10 scale, making it easy to implement. Their responses are then converted into a score ranging from -100 to +100.
Any NPS above 0 is a good thing! Generally speaking, anything above 0 is good, 50-75 is excellent, and 75+ is world class. For example, Apple and Starbucks have two of the highest NPS scores in the mid seventies.
Related Resources
.png)
New to IDIODC?
Instructional Designers in Offices Drinking Coffee (#IDIODC) is a free weekly eLearning video cast and podcast that is Sponsored by dominknow.
Join us live – or later in your favourite app!
Most L&D teams know they should be measuring NPS—but many don’t, either because they’re short on time or unsure where to start.
We spoke to KJ Lodrick and Ed Hjorth from OpenText, and Peter Heath from CENGN to find out how delivering great learning content led to NPS improvements, and how they measured that in their own organizations. If you missed the full webinar, you can watch it on-demand below, or read on to find out what they had to say.
Roadblocks to engaging learning content
Typically, eLearning content creation has never been a quick or easy process, resulting in content which doesn’t measure up to learners’ high expectations of their digital experiences. Some of the reasons for this include:
- Time constraints – L&D teams typically encounter content production and maintenance overload, workflow inefficiencies, and limited resources, leading to the creation of “good enough” content just to meet tight deadlines
- Design constraints – content can be hindered by tools with overly simplistic or overly complicated design capabilities, leading to bland, “click-next” eLearning with each course almost identical to the last
- Tools and infrastructure constraints – decentralized content creation and multiple disconnected tools can lead to painful content production bottlenecks and inconsistencies
These constraints were certainly a challenge for CENGN’s Peter Heath. Several years ago, Peter admits that CENGN’s content looked “horrible” – while the content itself was valuable, it didn’t look good enough to be shared with an external audience, even though sharing it with external audiences was a key part of Peter’s work – particularly for onboarding co-op students and interns.
The traditional content creation process was making it difficult for Peter and his team to meet the expectations of learners. With the quality of CENGN’s learning content hindered by inefficiencies, it became impossible to substantially improve learner satisfaction with their available resources. That’s why Peter decided it was time to find a new way to create content that would ultimately better meet the needs of CENGN’s learners.
Addressing the roadblocks for high learner NPS
To overcome the constraints of traditional eLearning content production, CENGN needed a cloud-based solution to help them build engaging, interactive content for its CENGN Academy, which offers up formal, hands-on learning and self-paced eLearning, including simulations and scenarios.
Building responsive, interactive learning
dominKnow | ONE made it easy for CENGN to build interactive learning activities, which require deeper engagement with the material than simply clicking next. Scenarios can all be customized with CENGN’s own backgrounds, characters, and imagery to tailor content to CENGN’s audience. dominKnow’s Capture tool was used to create simulations for software training that go beyond simple videos and give learners an opportunity to practice.
Optimizing learning content production
Part of CENGN’s agile content creation process involves robust content reviews with various members of the team. This is why a cloud-based platform like dominKnow | ONE, where review is a native part of the interface, is ideal for CENGN, as it allows multiple internal and external team members (such as copywriters, graphic designers, and SMEs) to share and collaborate on learning content with speed and ease. This real-time collaboration and review process, alongside instant publishing and updating and content repurposing, has streamlined the way CENGN manages content to meet the needs of learners faster and more efficiently and enabled them to update the quality of their content within their resource constraints.
Consolidating content authoring infrastructure
The centralized media library also allows CENGN’s learning team to upload images and videos once, then use them across multiple projects with no need to constantly reupload files. Instead, they can upload content once, and deploy it multiple times across its entire learning offering, significantly optimizing the production and maintenance workflow. This consolidation ensures CENGN can shorten the turnaround of content production and ensure consistency across its entire offering, improving the learner experience and driving engagement.
How removing production roadblocks resulted in content learners loved
Giving learners a bunch of PDFs or cookie-cutter eLearning courses will never result in a good NPS – particularly if you work with tech-savvy learners, like CENGN and OpenText. However, with traditional content authoring tools, it’s difficult for L&D teams to create the interactive eLearning that truly engages learners – and even harder to produce it at the speed at which it’s needed, while still maintaining the quality.
Working with dominKnow | ONE allowed both CENGN and OpenText to revitalize its approach to learning content creation, from introducing new activities to repurposing content into multiple different formats to address different learner needs.
For CENGN, hands-on labs proved particularly popular with learners. Instead of simply watching videos, these labs present learners with an interactive task every 10-15 minutes, such as review questions, scenarios, and software simulation (Capture) activities, keeping them engaged in the content. Each course then concludes with a summary quiz, allowing CENGN to assess progress and understanding of the content.
dominKnow | ONE’s single-source content has also made it easier for CENGN to break lengthy content down into bite-size chunks. Single sourcing allows CENGN to create content once, then repurpose it across as many courses and resources as necessary with no extra work. This allows them to provide a better mix-and-match for learners, and helps people access exactly what they need, without wasting time on irrelevant content.
For OpenText, 90% of its training content is in the form of its “test drive guides”, powered by Capture’s “show me, try me” tasks, as well as dominKnow | ONE’s gamification templates. For instance, they have created a learning game based on Jeopardy, which learners find much more engaging than the previous static student guides and slideshows.
Much like CENGN, OpenText also repurposed its formal eLearning courses into short, searchable resources in its knowledge base. And, thanks to dominKnow | ONE, they can update content once, then publish the new version across eLearning courses and in the knowledge base. This saves time and ensures learners get the right information faster.
Improved content production = better NPS for OpenText and CENGN
Since working with dominKnow | ONE, both OpenText and CENGN have enjoyed significantly smoother learning content production and maintenance processes – which, in turn, has resulted in improved NPS.
Measuring improved NPS
For OpenText, its pre-dominKnow learning program had an NPS of +36, which is certainly not bad, but Ed knew there was room for improvement to make learning more fun, sticky, and engaging for learners.
Initial feedback from the OpenText surveys had revealed that learners wanted to see a simpler presentation of content, audio-enhanced courses, and more video content. With this feedback and additional design changes, Ed and KJ were able to directly address requested improvements and learner needs. Some of the items the adjusted included: moving “nice-to-know” information into additional resources, instead of keeping them in the main courses, adding audio to existing content, and embedding YouTube videos throughout the program.
Having worked with dominKnow to implement these changes and more, this new and improved content received an OpenText’s NPS of +62! That moves its learning content into the “Excellent” category, but they are not stopping there – next up, they’re aiming to make their content “World class”, which they’re confident they can achieve with dominKnow | ONE!
Supporting rapid, centralized content creation
dominKnow | ONE has proven itself as the perfect partner for OpenText’s Accelerated Digital Learning (ADL) methodology. OpenText has gone from producing roughly four courses a year (with each taking four to six months to produce) to a portfolio of over 30 courses which are “10x more interactive”.
As well as the fast, easy content authoring and publishing, KJ and Ed also attribute this to the streamlined QA process – what used to take two weeks now takes just two days, thanks to the easy collaboration and embedded review workflow.
The speed in which OpenText has been able to implement and delivery requested improvements has also had a direct impact on learner satisfaction levels. One instance of this is OpenText’s use of dominKnow’s Convey dynamic publishing system to publish content to a “stub”, which is then used by the LMS. Once the content is live, any updates can be pushed instantly to the LMS, with no need to delete and reupload an entire course just to fix a typo or bring the information up to date.
A great example of the impact of this approach is when OpenText launched a pilot academy, which consisted of blended learning with a digital learning eBook, a live lab, and independent learning. As it was a pilot, KJ and Ed asked the learners for feedback so they could make improvements. The learners were amazed – as soon as they requested a change, KJ could make the change in seconds, not days, and instantly push it out with Convey. Learners immediately saw their suggestions were being heard and actioned, naturally helping the overall NPS scores.
“Ridiculously high” customer satisfaction
But it’s not just OpenText seeing results. Since working with dominKnow, CENGN has also received very positive learner feedback—especially about its hands-on labs and engaging eLearning. They’ve also seen ridiculously high customer satisfaction (CSAT) scores.
It’s a great example of how implementing an NPS program and then improving your interactive learning content can make a big and measurable impact. With dominKnow | ONE set your team up for improvements in efficiency, enabling engaging content, and boosting your NPS all at the same time.
Looking to improve your NPS and customer satisfaction levels? Book your free demo today to see how the dominKnow | ONE LCMS can help you get real results from your training program, as well as plenty of happy customers!
