Separate Reaction From Results
Distinguish customer education satisfaction, learning, behavior, and business results in one measurement plan.
The reframe: customer education measurement should tell a story of transfer, not just attendance. Level 1 is relevance Did the customer believe the education fit their work and remove friction? This is useful, but it is not impact. Level 2 is capability Can the customer explain, choose, or perform the workflow in practice? This is stronger than satisfaction but still often happens inside the lesson. Level 3 is behavior Did the customer use the workflow in their own environment? This is where customer education starts connecting to adoption. Level 4 is result Did that behavior contribute to outcomes the business…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in