Net Promoter Score Use for Evaluating Training Effectiveness
Date of Award
Leadership and Organizations
Master of Professional Studies
Leadership & Organizations
Net Promoter Score; Training; Training Evaluation
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.
Gieber, Courtney Turner, "Net Promoter Score Use for Evaluating Training Effectiveness" (2012). Leadership and Organizations. 62.