Level 1: Reaction (Kirkpatrick Level 1)
Time frame: Immediately after training
Instruments: Post-training survey
Measuring reaction takes place immediately following completion of a workshop or online course in the form of an online survey after the training. This survey measures participant satisfaction with the programme, relevance of the content, quality of the training delivery, the extent to which participants feel they will use the training, and whether they would recommend the training to others. Additionally, we gauge commitment to change to give you the earliest indicators of your team’s willingness and plans to adopt the changes back on the job.
We deem the results of a Reaction survey positive if participants report that the training was highly relevant to the challenges that they face, that they developed key skills that will make them more effective, and that the training was deeply engaging. To ensure these outcomes, Richardson adheres to adult learning principles in the design of its programmes and uses the Socratic method of facilitation in a way that builds upon participants’ prior experience.
Level 2: Sales Training Knowledge Retention (Kirkpatrick Level 2)
Time frame: 1-3 months after training
During a time period lasting one to three months after a sales training event, we track and reinforce knowledge gained from the training using QuickCheck™, our mobile knowledge mastery tool. This technology enables measurement and knowledge retention through e-mail-based behavioural scenarios in less than five minutes per day.
Typically, QuickCheck runs for 12 weeks and can be structured as a learning game to harness the competitive spirit of the participants and drive use. The QuickCheck™ programme provides real-time, on-demand access to participants’:
- Level of engagement
- Knowledge retention
- Performance on specific content through its easy-to-interpret administrative dashboard
The analytics provide actionable intelligence based on snapshots or trends over time. Data tagging allows you to analyse the data in ways that are the most meaningful to your organisation. During the programme, we will provide you with updates on the level of engagement and who, if anyone, from your team is falling behind in the programme. After the first programme, we will walk you through the results, providing you with insights into how your team has performed over time and how well they have mastered the key concepts from the workshops.
Real Time Sales Manager Dashboards
QuickCheck™ Analytics delivers standard weekly reports via e-mail to managers that showcase hierarchical management views with drill-downs on individual, team, and region performance. The reports display performance and engagement summaries, as well as proficiency comparisons within and across groups. The dashboards have targeted sales coaching insights with integrated communication tools.
Individual performances can be scored as strong, medium, and weak, and managers can view this in addition to any other dimensions that the organisation wishes to tag along with post-training data — for example, by product line, employee tenure, direct reporting relationship, and even previous employers.
The real-time performance heat map analyses and presents data enabling a real-time understanding of what the field knows and where it needs help and/or coaching.
Level 3: Application in the Field (Kirkpatrick Level 3)
Measuring behaviour change after training in the field requires a two-pronged approach, because you need to be able to observe your sellers ability to use their new skills and you need to feel confident that they are exercising them when no one is watching.
Time frame: 6-9 months after training
Instruments: SkillGauge™ Assessment (Measure internalised Behaviour Change)
Internalised change is measured six to nine months after the training. To measure the internalised change in your sellers’ behaviour, we use SkillGauge™, a behaviour-based skill diagnostic instrument. This tool enables participants to receive an unbiased assessment of their selling or coaching behaviours compared to their peers and to a benchmark. The difference in pre-, and post-scoring measures behavioural lift. The situational questions are written in a specific and nuanced manner and are scored using an advanced algorithm to ensure an accurate assessment of the participants’ actual behaviour change.
Time frame: Immediately after training
Instruments: Coaching Cloud™ (Measure Observed Behaviour Change)
Observing behaviour change in the field begins immediately following the sales training. The measurement instrument to track behaviour change and ensure proper skill coaching is Richardson’s Coaching Cloud™.
Coaching Cloud is a cloud-based platform that allows your managers to observe and capture evidence of behaviour change in the field. Using a digital scorecard, managers can capture whether their sellers are demonstrating the desired behaviours in front of your customers as a way to assess the effectiveness of our training programmes.
The evaluation results can be viewed in the cloud through easy-to-understand dashboard reports that give a detailed view of skills, knowledge, and capabilities. These reports can also be filtered to show information per your specific organisational structure. Not only can the results of evaluations be used to initiate a tailored development programme for your sales professionals, but the subsequent coaching activity can also be tracked for effectiveness and future development.
Level 4: Business Impact (Kirkpatrick Level 4)
Time frame: 12-18 months after training
Instruments: Attribution Analysis, Impact Studies
Measuring the impact of training on business performance occurs 12-18 months after the training event. Kirkpatrick level 4 measures business results in accordance with the performance objectives stated at the outset. We acknowledge that many variables can impact performance. Richardson supports clients in developing an ROI measurement strategy prior to training. We identify objectives and associated metrics for the training, isolate and validate the reliability of the client’s internal metrics, pilot the training to a representative sample, capture and publish results, and adjust and enhance the training, as appropriate.
We believe that effective measurement is a continuous, real-time process and that your measurement plan should deliver actionable data that delivers increasingly valuable insights as the programme progresses. We will continually analyse both leading and lagging indicators and report periodically to you on the impact of your sales training.