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.

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