Evaluating
Learning
Learning
Monitoring CSAT
In order to get a more clear picture of how each course was performing and help prioritize our course development plan, I created a Customer-Facing Course Scorecard. This course scorecard automatically updates anytime a learner takes a survey at the end of one of our courses.
Gathering Learner Feedback
In my current role, I manage customer feedback by reaching out to learners that opt-in to give additional feedback beyond our survey. I send the following email. I've also included below the process document I've created and my tracker which includes notes from each learner, analytics, and a summary of actionable feedback. Each month I facilitate a sync with all of the customer-facing instructors and IDs to digest the data and plan using the information we've received.
*The company name and links have been removed from any items related to my current position.
Subject: 🦁Tell Us More about Your XX Learning!
Body:
Hey!
Thanks for being open to having a XX employee reach out to you for additional feedback about your recent experience with our Learning Services. That’s me! I’m the XX employee - Kali . I work for the Learning Services team and am interested in your opinion. I have a couple of follow up questions to learn more about what we can improve or continue to do well.
How do you want to communicate?
We can hop on the phone or on Zoom. You can schedule a time that works for you by visiting our appointment scheduler.
OR
Answer the questions below by replying to this email.
Questions:
It was effective when… (Let us know what we did that was effective in helping you learn the content.)
Next time try… (If we were to re-build this course, what should we change about it to make it better for you, the learner?)
If you rated the course or any aspect of the course an 8 or lower:
Part 1 - Tell us why.
Part 2 - Is there anything you want to add that would get us to a 10?
Actionable feedback is important for us to continue to improve your learning experience (and those that will take our classes after you). Lay it on us!
