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Performance Evaluation: Proven Approaches for Improving Program and Organizational Performance by Ingrid Guerra-López

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KIRKPATRICK'S LEVELS

Level 1 Evaluation: Reactions

Evaluation at this level measures how participants react to a training program, with the driving question being “Did they like the program?” This level is often referred to as a “smile sheet” because the data are often gathered through a questionnaire that asks general questions about the various program elements, often requesting responses through Likert scales that can range from 1 (extremely dissatisfied) to 5 (extremely satisfied).

While some doubt the utility of such instruments, Kirkpatrick (2006) argues that every program should be evaluated at least at this level because it is a measure of customer satisfaction. If participants leave unsatisfied, he argues, they might tell others, including ...

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