Evaluation Report for

Innovative Solutions
ADW Consultants : Rhonda Hamilton-Davis, Althea
Davis-Harvey, William Smith, Winston Davis,
Sharmadine Brown
 Innovative Solutions Training Programme
● Why was the training done?

● What do we hope to achieve in this graphical

presentation and data analysis?
 Research Design and Data Collection Methods

The Customer Service Training was evaluated and feedback given by trainees using the

following design and methods:

● A mixed research design was used as it incorporated qualitative and quantitative data

● Data was collected using survey, written test and practical task and ROI

● The data was represented using graphs, charts and tables

● The data used for the evaluation was represented by the Kirkpatrick model of

evaluation.
Innovative Solutions Customer Service Training Feed Back

After a Customer Service training program was

conducted by ADW Consultancy, a survey with
questions in 5 categories was done with the
trainees to garner meaningful insight on essential
aspects of the overall training.The results are
demonstrated in pie charts,bar graphs and other
graphical representations .
MAJOR FINDINGS
OF THE SURVEY
Figure 1. Shows the gender of trainees that attended the Customer Service Training

A ii
Figure 2. Shows the trainees feedback on how the training contributed to learning new knowledge skills and
attitude.

A ii
 Figure 3. Showing how trainee felt regarding the skill set and responsive
nature of the Trainer in the training programme

A. iii
Figure 4. Showing results of how well the training content was organized

Iv
 QUALITATIVE DATA

Questions
What aspects of this training were most useful or valuable?
●Instructional Strategies(Simulation,Role plays group
sessions)
●Content Delivery Approach
●All Aspects
Figure 5. Shows a chart with the trainees opinion on which aspects of the
training was most suitable
Areas for Improvement
Question

How would you improve this training?

● Training Duration ( Training was too short)
● Need for more visual Aids
● Resources and visual Aids
● A need for more training
● Prior Training needed in the use of Platforms
Figure 6. Showing the trainees feedback on area that need improvement
DATA ANALYSIS
 Data Analysis of Gender

After analysis of the data it revealed that a larger

number of students were females with a ratio of
8:2.This findings reveal that the larger number of
students been interfaced with were predominantly
women.
 The data showed that majority
of the trainees gave a positive
feedback about the training.
Data Analysis They believed that the training
of the contributed immensely to them
learning new knowledge ,skills

contribution to and attitude .

A whopping 90% thought that

improve KSA the contribution was very good
and 10%thought it was
satisfactory.
 Eight out of the ten trainees gave
a positive response to the skill set
and responsiveness of the trainer.
Which could be as a results of the
expertises and experience of the
instructor.

Data Analysis Four 4 trainees strongly agrees

that the instructor is skilled and
of the Trainer responsive to their needs , and
another 4 agrees. while 2
trainees remain neutral.
Data Analysis of the Training Content ,Planning and Organization

● The data collected revealed that majority of

the trainees gave a favourable response to

the content, planning and the overall organization

of the program.
● Forty 40% strongly agrees,fifty 50% agrees and
ten 10% remains neutral.This proves that the training
was well planned and organized.
 The trainees had a very
positive reaction towards the
approaches to aspects of the
Data Analysis of the training . The survey reveals
Trainees Opinion that instructional strategies
were most valuable as 5
trainees indicated, while 4
On the most valuable aspects of the training thinks it was content delivery,
Only 1 trainee believes all
aspects were valuable.
 The feedback given by the
Data Analysis of the trainees was very firm with 50%
Trainees Opinion expressing that the duration
should be longer, while 30%
indicated it was resources such as
Areas for Improvement manuals and visual aids were
inadequate as they had to share,
10% needed prior training on the
use of platforms as they were not
familiar with this modality, While
another 10% thinks there was no
need for improvement..
MAJOR FINDINGS
OF THE
ASSESSMENT
Figure 7. Showing a bar chart with the Assessment Score for Theory Test
Figure 8. Showing the Assessment Score for Practical Test
 Analysis of the data for both Theory and Practical Assessment

The assessment grades for the Customer Service Training for Innovative Solutions after analysing
the data had revealed the following :

Theory Test

All trainees pass the theory test with 50% being the pass mark. The lowest score was 69% and the
highest was 90%. Four trainees score between 80-84% , while 2 scored within the 75-79% range.

Practical Test

There were no failures for the practical test marked out of 50%, the lowest mark was 55% and the
highest was 95%, Two persons each got between 75-79% and 80-84%. range.

The customer service training was effective as all trainees passed and no marginal score between
50-54% was reflected..
 Overall tools use for Data Collection
Question 1- The data collection tool, training evaluation survey was used to assess (10) ten
trainees who completed the Customer Service training. This tool was carefully chosen as
the data must be clear and to the point to engage and also to enhance candidates skills and
abilities. The survey was administered at the end of the training, the forms were filled out
by the participants, which proves to be convenient and also allows for confidentiality and
privacy. The information collected from the survey was analyse and the data represented
on charts and graphs.
Question 2 - Data collection tools was a written test and a practical task, the written test
allows trainees to use there critical thinking skills and creativity. Trainees will do a practical
demonstration of what they have learnt in the assessment in line with the competency
standard. The data ascertained will help to determine if learning has taken place.
 Innovation Solutions Return on Investment (ROI)
CATEGORY AMOUNT

Training Budget $345,000

Assessment Budget $310,000

Profit $745,000

ROI Formula = (Profit – Cost of Investment) x 100

Cost of Investment

ROI= ($745.000-$655,000) x100

$655,000

ROI= 13.74% or 0.1374

Which level of the Kirkpatrick model does question 1
appropriately represents?
Question 1 Survey. Represents Reaction level 1

The first level of the model measures whether learners find the training engaging,
favourable, and relevant to their jobs. It evaluates how individuals react to the training
model by asking questions that establish the trainees’ thoughts.This level is most
commonly assessed by an after-training survey . Which encourages survey questions that
concentrate on the learner’s takeaway from the training for example Contribution of
course to your skill/ and knowledge, training content was organized and well planned and
what aspects of this training were most useful or valuable.
Which level of the Kirkpatrick model does question 2
appropriately represents?
Question 2.The written test and the practical task represents Learning level 2
Evaluating at this level is meant to gauge the learning of each participant based on
whether learners acquire the intended knowledge, skills, attitude, confidence and
commitment to the training. Build your testing process around understanding of
these key learning points to identify accuracy and comprehension.Learning was
evaluated through assessment of both theory and a practical test.
Which level of the Kirkpatrick model does question
3 appropriately represents?
Question 3. ROI, Represents Results level 4
This level is used to analyze the results of the training. Which includes outcomes that
the organization has decided are good for the team members, and to ascertain if the
objectives have been met. Return on investment measures profitability, which
evaluates the efficiency of different investments and returns relative to investment’s
cost. ROI was calculated to determine if Innovative Solutions made a profit by
engaging in the training programme.