The QA Difference
We ask for feedback from as many of our customers as possible, from learners attending a classroom course to L&D managers using our managed learning services.
We ask questions about how likely the person is to recommend our services to a friend or colleague. This is a tough measure; people have to be extremely satisfied with a service to put their personal recommendation behind it. Because QA accepts only the highest levels of quality, this is metric we choose to map our progress against.
We pull all of the results together into a Net Promoter Score (NPS). This single number makes it easy for us to keep track of how well our customers think we're doing and to make sure that we're always making improvements that have a real effect. It also allows us to compare our levels of customer satisfaction with other major brands that use NPS, such as Microsoft, John Lewis, Sony, Apple and the BBC.
The Learning & Performance Institute is an independent body which assesses training companies, helping to ensure the quality and consistency of training delivery. We are a Learning & Performance Institute Qualification and Assessment Centre, operating by the Institute’s code of practice.