netpromoter scores (nps) as a measure of learner satisfaction in moocs
TRANSCRIPT
Net Promoter Scores as a Measure of Learner Satisfaction in Massive Open
Online Courses (MOOCs)
Dr. Kristin Olson PalmerDirector of Online Learning Programs
University of Virginia International Conference on Education
HI17-164January 2, 2017, 8AM
What are MOOCs?
What is a Net Promoter Score?
What is learner satisfaction?
How do we measure success in higher education?
Do alumni send their kids there?
3 Ways Businesses
Measure Customer
Satisfaction
Customer Satisfaction Scores (CSAT) – post interaction survey
Net Promoter Scores (NPS)
Customer Effort Scores (CES) – How much effort does customer expend to
get their issue(s) resolved?
Study underway looking at online survey and focus groups using NPS
as a measure of learner satisfaction.
It is apparent that the NPS for Coursera is high.
How likely is it that you would recommend a course on Coursera to a friend or a colleague?
Employed
Well-Educated
Medium Socio-Economic Status
Feedback: Learners love having access to high quality educational content,
they use this content to improve their lives, and they plan to utilize the skills they are learning in their future jobs.
Thank You!Dr. Kristin Olson Palmer on LinkedIn@kpatwork