Renowned in the insurance industry for our rigor, we pride ourselves in providing top-tier education for risk and insurance professionals. But how do we ensure that our offerings consistently meet the needs and expectations of our learners?
We use the Net Promoter Score (NPS).
The NPS is a customer experience metric. In the context of education, especially for professionals, this metric helps us understand how satisfied learners are with our courses, content, and overall learning experience.
Why This Matters
Ensuring that our courses are effective, relevant, and engaging is paramount. The NPS offers a straightforward way to gather feedback from learners, helping us understand what we’re doing right and where there’s room for improvement.
What is the NPS?
Originating from a survey question that asks customers to rate a company on a scale of 0–10, the NPS provides a score between -100 and 100 and reflects the overall customer perception of a brand. This concept was introduced by Fred Reichheld of Bain & Company in 2003. The central question, “How likely are you to recommend [company] to a [friend or colleague]?” has since been adopted by countless brands worldwide.
Turning Data into Action
By categorizing respondents into Promoters, Passives, and Detractors, the National Alliance can tailor our products and services to better meet your needs.
- Promoters are learners who have had excellent experiences.
- Passives are learners who had satisfactory experiences but have suggestions for improvements.
- Detractors are learners who didn’t have positive experiences and whose feedback is crucial for understanding issues that require our immediate attention.
The open-ended feedback section of the NPS survey allows respondents to provide their thoughts about course content, teaching methods, and even logistical aspects like course schedules, current offerings, and learning platform usability. This type of feedback ensures that our courses are always evolving and aligning with the needs of modern risk and insurance professionals.
Engaged Learning Community
Our commitment to excellence is evident in the adoption of tools like the NPS for more than just feedback. Performance metrics also help us connect you with other engaged learners. By creating opportunities for community building, we can foster a vibrant network of risk and insurance professionals.
Own Your Potential
The dynamic landscape of risk and insurance demands constant learning and adapting. The National Alliance for Insurance Education & Research offers risk and insurance professionals unparalleled knowledge designed meticulously for today’s industry – whether you’re just charting your career or are ready for your next role.