Title

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.

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