Net Promoter Score Use for Evaluating Training Effectiveness
Date of Award
3-15-2012
Document Type
Undergraduate Capstone Project
Degree Name
Master of Professional Studies
Organizational Unit
University College, Organizational Leadership
Disciplines
Leadership and Organizations
First 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.
Publication Statement
Copyright is held by the author. Permanently suppressed.
Recommended Citation
Gieber, Courtney Turner, "Net Promoter Score Use for Evaluating Training Effectiveness" (2012). University College: Organizational Leadership Capstones. 62.
https://digitalcommons.du.edu/ucol_orl/62