Title

Net Promoter Score Use for Evaluating Training Effectiveness

Date of Award

3-15-2012

Document Type

Capstone Project

Disciplines

Leadership and Organizations

Degree Name

Master of Professional Studies

Department

Leadership & Organizations

Advisor

Jerry Call

Keywords

Net Promoter Score; Training; Training Evaluation

Abstract

The Net Promoter Score (NPS) is a highly controversial measure intended to measure customer loyalty and revenue growth. This paper will look at both sides of the controversy, and make a recommendation for future use. The use of the NPS was researched in this paper to determine if this is a viable metric for measuring training effectiveness and if not is training satisfaction a stronger metric. The findings of this research indicate that the NPS is not the most effective metric to measure training effectiveness for two reasons; first, previous research has called in to question validity of the measure and second, training satisfaction has a stronger relationship to training effectiveness.

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