Leveraging Net Promoter Score (NPS) to Evaluate Learning and Talent Functions

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1 Leveraging Net Promoter Score (NPS) to Evaluate Learning and Talent Functions

2 Webinar Tips Tweeting? (800) or (805)

3 Welcome For More Info / To Register / To Access Archive: Search Webinars or On Demand at TrainingIndustry.com (800) or (805)

4 Jeffrey Berk Chief Operating Officer Knowledge Advisors 4

5 Objectives 1. Provide an overview of Net Promoter Score (NPS) 2. Discuss how it can be applied in learning and talent development 3. Demonstrate practical methods to deploy collect and report NPS results

6 Leader in Learning & Talent Analytics Continuously Improve Optimize Results

7 Talent Analytics SUITE Onboarding EDITION 1 st Year Retention Speed to Performance Learning EDITION Expertise & Skills Workforce Performance Leadership EDITION Manager Capability Strategic Vision & Execution Capabilities EDITION Bench Strength Talent for Future Success Engagement EDITION Retention of Talent Workforce Productivity Performance EDITION Goal Achievement Organizational Alignment

8 NPS Value Proposition Comparable across functional disciplines Simple way to do something with data Promotes continuous improvement Attracts executive level attention Easily benchmark to motivate by example

9 Net Promoter Score NPS: % Promoters - % Detractors A meaningful way of gathering feedback to gauge loyalty and satisfaction NPS = 42% MTM Benchmark NPS = 19%

10 NPS Measured in L&D

11 NPS in L&D Benchmarks Source: KnowledgeAdvisors, a CEB Company, Metrics that Matter

12 NPS Dashboard

13 NPS Dashboard: Talent Acquisition Quality of Hire Index Onboarding survey Quality of hire survey New hire competency assessment Focus on the Organization How likely are you to recommend this company based on the quality of recent new hires? Focus is on the Individual How likely are you to recommend this person to be rehired?

14 NPS Dashboard: Capability Management Quality of Talent Index Competency Assessment (self) Engagement Survey Exit Survey Focus is on the Individual How likely are you to recommend this company based on the capabilities of your co-workers? Focus is on the Individual How likely are you to recommend this company based on your opportunities for development?

15 NPS Dashboard: Learning & Development L&D Effectiveness Index Formal Learning Informal Learning E-Learning Focus on the Organization How likely are you to recommend this company based on the learning & development experiences available? Focus on the Individual How likely are you to recommend this learning experience to a colleague?

16 NPS Dashboard: Leadership Leadership Effectiveness Index Leader 360 Self Direct Report Engagement Pulse Survey Exit Interview Onboarding Survey Focus is on Leadership Team or Organization How likely are you to recommend this company based on the effectiveness of your leaders? Focus in on Individual Leaders How likely are you to recommend your direct manager to others?

17 NPS Dashboard: Total Rewards Employee Loyalty Index Engagement survey New Hire Onboarding survey Exit Survey Other talent surveys in order to take a pulse on loyalty Focus is on the Individual How likely are you to recommend this company as a great place to work?

18 NPS Dashboard: Performance Management Employee Performance Index Engagement pulse 360 Self Managers/Peers Exit interview Project Assessment Focus on the Organization How likely are you to recommend this company based on the performance of employees? Focus in on the Individual How likely are you to recommend this person to work with you in the future?

19 Big Data Module: Talent NPS

20 Net Promoter Outcomes and Measures Business Outcomes - Employee Engagement - Leadership Effectiveness - Capabilities - Quality of Hire - Performance Effectiveness Measures - L+D NPS - Onboarding NPS - Leadership Development NPS - Talent Acquisition NPS Business Outcome Measures Employee Loyalty NPS Quality of Hire NPS Capabilities NPS Leadership NPS Performance NPS

21 Net Promoter System in Talent Customer Loyalty NPS Customer Surveys - Product - Service - Consulting Employee Loyalty NPS Employee Surveys s - Engagement Surveys - Pulse Surveys - Exit Interviews - Needs Assessments Closed Feedback Loop Operational Excellence NPS Operational Surveys - Learning Evaluations - Onboarding Evaluations - Leadership Development Evaluations - Sales Training Evaluations - Customer Education Evaluations - Applicant Assessment Evaluations

22 Talent NPS Benchmarks Talent Acquisition L+D Leadership Capabilities Total Rewards Performance Quality of Hire NPS Rating L+D Impact NPS Rating Leadership Effectiveness NPS Rating Quality of Talent NPS Rating Employee Loyalty NPS Rating Employee Performance NPS Rating Outcome Benchmarks

23 Summary NPS is Net Promoter Score It is a single measure of loyalty It is aligned to NPS data in other areas Use it for each element of talent Consider a pulse for continued data

24 Questions? Jeffrey Berk

25 For More Info / To Register / To Access Archive: Search Webinars or On Demand at TrainingIndustry.com

26 Executive Seminar Series

27 Thanks again On behalf of TrainingIndustry.com, thanks to: Today s Speaker: Jeffrey Berk Today s Sponsor: Knowledge Advisors All of you for attending Questions or Comments? Please contact Nabeel Jaitapker:

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