The Training Measurement Book: Best Practices, Proven Methodologies, and Practical Approaches

Chapter Eight

Attainment: Measurement of Customer Satisfaction

One of the new measurement areas we specify in the Learning Impact Measurement Framework is “attainment,” which refers to the measurement of how well the organization has met specific customer requirements. This could be considered the “customer satisfaction” measure. This measure, not considered in the Kirkpatrick model, may be the most important one of all.

Remember that Learning & Development is a service organization and, as such, customer satisfaction should be your number-one goal. In the service business, customer satisfaction measures are defined by the customer—not by you. Customers establish the criteria for success. Some program sponsors may measure success by being delivered ...