Reviewing and Understanding NPS Scores for Facilitated Courses

This goal of this article is to guide clients in reviewing and understanding the organization's Facilitated Course Net Promoter Scores (NPS). The NPS score is generated from the post-program survey that is distributed to learners following a Facilitated Course. The NPS metric is used to gauge learner satisfaction and it can be used to enhance the learning experience.

What is a Net Promoter Score (NPS)?

The NPS is a widely used metric that measures the likelihood that learners would recommend a given Facilitated Course to others. It's a straightforward yet powerful tool to assess learners' overall satisfaction. NPS is derived from a single question (on a scale of 0-10): "How likely are you to recommend this course to a colleague?"

Respondents can be categorized as follows:

• Promoters (score 9-10)
• Passives (score 7-8)
• Detractors (score 0-6)

Is NPS a percentage?

A common misconception is that an NPS is a percentage score out of 100, but it is not. NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The score can range from -100 (if every learner is a Detractor) to 100 (if every learner is a Promoter). NPS provides insight into your learners' measure of a Facilitated Course's performance. 

What is a good NPS?

The interpretation of a "good" NPS varies across different industries and organizations. However, a positive NPS (any score above 0) indicates that you have more Promoters than Detractors, which is great. 

Where does FranklinCovey's NPS score come from?

Following the completion of each Facilitated Course, learners are invited to complete a post-program survey. The survey includes a key question designed to calculate the NPS score, alongside additional questions evaluating the overall satisfaction of the learners.

For Impact Platform-Facilitated Courses:

• How the survey is distributed: The survey is distributed to learners via the a task on the homepage of the Impact Platform during their final live session. If learners do not complete it 24 hours after the session ended, then they receive two email reminders including the survey link.
• Sample survey: To view a sample of the survey, please click here.
• How to review the results: Access your Client Dashboard, and sort by team, pass, or Facilitated Course. Then, locate the NPS score tile in the upper right corner. The Client Dashboard will include additional survey data soon.

For FranklinCovey Facilitated Courses Off-Platform:

• How the survey is distributed: The survey is distributed to learners via a link or QR code during their final live session for off-platform Facilitated Courses delivered by a FranklinCovey Delivery Consultant. 
• Sample survey: To view a sample of the survey, please click here.
• How to review the results: Your FranklinCovey client team will share the results with you 1-2 weeks following the Facilitated Course.