8/1/2019 5 Training Survey Questions You Must Ask

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The 5 Training Survey Questions You Must

Include
By Adam Ramshaw — 3 Comments

You’ve spent weeks framing the course, writing the course notes, building
PowerPoint slides, booking just the right venue.

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8/1/2019 5 Training Survey Questions You Must Ask

Now the course is over you want to know what the attendees thought of it.

Was it any good? Would they buy another course from you? Do you need to
re-write parts of it?

Without the right training course evaluation questions, you’ll never know.

Over the years I’ve analyzed literally tens of thousands of responses from
hundreds of such questionnaires. In that analysis, I found that there are only 5
training survey questions that are really important to ask.

These questions are important drivers of customer loyalty and will tell you
where you need to improve your course.

In this post I cover each question, the training evaluation questions you should
exclude and when to run your survey.

I've created a report on the 10 Big Customer Survey

Mistakes People Make. Download it Here

1. Net Promoter Score or Customer Satisfaction

The rst question you need is an Outcome question. This question tells you
overall how happy your customer was with the training that you delivered. It
should also tell you how loyal that customer will be for future training.

There are a number of choices for your outcome question but our
recommendation is Net Promoter Score.

This question has been proven to predict future customer loyalty in many
settings and has a great track record.

“ How likely would you be to recommend this training course to a

friend or colleague?

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8/1/2019 5 Training Survey Questions You Must Ask

2. Is the content what was promised?

Over the last 15 years we’ve discovered that “do what you say you will do” is
one of the three most important drivers of customer loyalty. When it comes to
training it’s no different – you need to deliver what you promised.

When you don’t deliver what is promised, customers feel short-changed. You
really need to understand how good that match is.

You can do that with this question:

“ How well did the content that was delivered match what you were
promised when you registered?

3. Did you learn something new?

Part of evaluating training is understanding how much new information the
person received. If everything in the course was already known to them, then
the value of the course will be quite low.

To evaluate this aspect, use a question like this:

“ How much new information did you receive in the training course?

4. How actionable is the information?

People don’t attend training sessions for the great food and personality of the
course leader. They want to learn new things they can use in their life after the
course.

So, while new information is important it also needs to be usable by the

attendee after the course.

“ How actionable was the information you received in the training?

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8/1/2019 5 Training Survey Questions You Must Ask

5. Rating the Presenter

In single presenter training courses, the attendee’s perception of the course
will be heavily in uenced by the presenter and how they deliver the content.

Great content delivered in a dull monotone will give the low training
evaluation scores. On the other hand, average content delivered well, will
increase ratings.

Thus rating the presenter is important but is a little dif cult. We have tried
several versions of the question over the years, and this version has worked
the best.

“ How engaging was the main presenter?

What you can exclude

Some of the things you probably stress over in your training are much less
important than you think.

The following areas are service hygiene factors. That means, as long as you
provide an adequate service in these areas, it will not affect customer loyalty
one way or the other.

Customer service before and during the course

Ability to see presentations clearly
Ability to hear presentation clearly
The overall venue
Food and refreshments
Room and table layout.

Here are a couple of examples of what I mean by hygiene factors:

Food and refreshments: Providing silver service dining at lunch will not
give you great customer loyalty but not proving a vegetarian option when
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8/1/2019 5 Training Survey Questions You Must Ask

you know you have vegetarians attending will be an issue.

The overall venue: Delivering your training in a room with no heating in
the middle of winter will depress loyalty but delivering it in a 5 Star hotel
will not give you great loyalty.

However, you will de nitely nd customers complaining about these areas:

“ …the coffee was terrible…

…the decor in the room was boring…

…etc

But this is only because they are easiest things to pick on when they make
comments. They are not real drivers of customer loyalty.

When to survey
The customer’s memory of any transaction or training course fades quickly, so
you want to make sure you capture the information as soon as possible after
the training course.

Often the simplest approach is to send all attendees an email invite to a web-
based survey immediately after the course, but no later than 24 hours later.

That way the information will be fresh in their mind, and you will get the most
accurate feedback.

I've created a report on the 10 Big Customer Survey

Mistakes People Make. Download it Here

Adam Ramshaw
Adam Ramshaw has been helping companies to improve their Net
Promoter® and Customer Feedback systems for more than 15 years. He

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8/1/2019 5 Training Survey Questions You Must Ask

is on a mission to stamp out ineffective processes and bad surveys.

Getting Started: A customer The Perfect Net Promoter®

feedback survey template
Staring at a blank sheet of paper
trying to write a customer survey
is never fun.   However, if you
break the survey down into logical
sections the process is not nearly
September 12, 2010
In "Customer Feedback Surveys"
Survey Design
"The one number you need to
grow": who’d have thought that
such a simple statement would
cause such a fuss. Some people
actually believe that you only need Are These the Worst (Real)
May 22, 2014 Customer Survey Questions
In "Customer Feedback" You’ve Seen?
June 12, 2019
In "General"

Filed Under: General Tagged With: PP: Customer Feedback Survey Design

Comments

Kendra says
May 29, 2018 at 3:45 am

This article was very helpful, thank you for taking the time to post and share it.

Reply

Prajakta S Hasabnis says

https://www.genroe.com/blog/training-survey-questions/11413 6/12
8/1/2019 5 Training Survey Questions You Must Ask

July 10, 2018 at 8:04 pm

Fabulous and helpful! Thank you for this article, it was very helpful

Reply

Lucky Mtshali says

March 22, 2019 at 9:42 pm

Thank you so much !!! Your article has helped me, hence feedback
questionnaire is my deliverable

Reply

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