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Do You Have More Promoters or Detractors?

March 29, 2017, Joe Majors - If your training and development programs are "meh," then employee retention is on the line. Here's how to turn things around.
Do You Have More Promoters or Detractors?


What do you have more of in your learning programs? Promoters or detractors? It’s important to know this information because employee retention is riding on it. The 2017 Saba State of Employee Engagement Report found that due to ineffective training and development, nearly 70 percent of employees surveyed said they would take an offer outside the organization if it came along.

So, you can see why we need to know the answer to this question: do you have more promoters or distractors?

If a learning program is poorly designed and/or executed, detractors start to talk. While there is no Yelp for learning programs, there is certainly a multitude of places online to share experiences: employees are on Facebook, LinkedIn, Twitter, private online communities, in-person conversations, email...opinions are everywhere! Even really great learning programs can derail because a loud group of detractors dominates the discussion. We can all probably think of a restaurant we never tried because of bad Yelp reviews.

Feedback from promoters and detractors might range from the method of delivery (“The learning platform is hard to navigate”) to content quality (“The videos definitely helped me do my job better”).

Talent professionals need to know what employees think about the learning programs. But how do we get this feedback? Already disengaged employees are probably not going to jump at the chance to answer 36 questions in a Survey Monkey survey. What’s needed is fast, ongoing, real-time feedback.

Also, learning programs have limited budgets, so deploying a shotgun approach and trying a dizzying array of solutions probably isn’t the best use of funds. Sometimes, we don’t need to fix something. Doing this just takes away from areas that need fixing. If talent professionals have the ability to analyze, then they should put their funds toward programs that will be most effective.

Saba Pulse 360 takes the “pulse” of the individual when they log in to their LMS with a series of three “smiley faces” that take a quick read on a certain subject.

The questions can ask about the content; the type of delivery; the amount of training; the effect on the employee’s current work—almost anything. This type of quick questioning offers a real-time look at employees’ feelings about the topics surrounding their work. And since Saba Pulse 360 is always gathering data, we can look over time: are our learning programs getting better or weaker? Do we have more promoters than we did six months ago after we listened to feedback and broke the customer service program into “bite-size” videos instead of a three-hour course?

Another value add to Pulse 360 is that it points out “hot spots” or areas of concern to talent professionals. Let’s say the customer service group gives low marks to the new learning rollout for Product Z. They use Pulse 360 to let the learning team know they can’t respond to chat messages or phone calls because the product rollout course is so time-consuming. The marketing folks, however, give high marks to the training. The marketing manager blocked out three hours to the entire team to take the course. No one felt pressured to get any other work done during this block of time.

Now that the learning team understands how the employees perceive the learning programs, they can apply steps to fix it. Ultimately, the learning team can strive toward the Holy Grail of talent programs: improving performance for both individual employees and for the business overall.

Learn more! Download the 2017 Saba State of Employee Engagement Report.  


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