How to Measure the Value of Upskilling Programmes

Measuring the effectiveness of training programmes is crucial for insurance companies to ensure their employees are properly trained and equipped to achieve business goals, as well as offer the best service to customers. Training evaluation metrics, such as employee satisfaction, knowledge retention, and skills improvement, provide insight into areas for improvement in training methods.

To measure the effectiveness of training programs, evaluation metrics can be divided into two categories: training outcomes and training effectiveness. Training outcomes measure the desired results of the training, such as increased productivity and improved customer service. Training effectiveness tracks metrics such as engagement levels and how much employees learned during training.

What were the training outcomes?

To measure training outcomes, evaluation metrics, such as test scores, course completion rates, job satisfaction, and task performance can be used. The metrics to track can include hours of training completed, trainer satisfaction with performance, and participant engagement. The type of evaluation metrics used will depend on the specific training goals and the type of training being delivered.

How effective was the training?

Firms should ensure employees can demonstrate the positive impact of training through improved productivity and skill development. By collecting data on measurable outcomes, such as post-training quizzes, one-to-one discussions, employee surveys, participant case studies, and official certification exams, it's easier to quantify your company's return on investment by measuring metrics, such as increased productivity and improved customer service.

The Kirkpatrick Evaluation Model

Donald Kirkpatrick's 4-level approach to evaluating training, has been an effective model since its development in the 1950s. The Kirkpatrick Evaluation Model helps to measure the effectiveness of customised corporate training programs. The model is based on four levels of measurement, each with its key indicators. The levels are Reaction, Learning, Behaviour, and Results.

Implementing all levels of the Kirkpatrick model can be an expensive and time-consuming process. So, it is recommended to add levels as follows, according to the type of training and your goals:

Level 1 (Reaction) for all programmes

Level 2 (Learning) for “hard-skills” programmes

Level 3 (Behaviour) for strategic programmes

Level 4 (Results) for programmes costing over £50,000

Level 1 (Reaction) - measures how learners reacted to the training, the relevance, and the usefulness of the training. You can collect feedback on the learning experience by using surveys, questionnaires, or talking to learners before and after the course. At this level, you should have a good understanding of how well the training was received and determine any gaps in the training content.

Level 2 (Learning) - measures the knowledge and skills gained by learners because of the training. You can measure this level by using a combination of metrics, such as test scores, applied learning projects evaluation, and supervisor reports. At this level, you will be able to determine if the training is meeting its set objectives, what specific skills can be developed, and the scope for improvements in content and method of delivery.

Level 3 (Behaviour) - evaluates how the training has impacted the learner's performance and attitude at work. You can use self-assessment questionnaires, informal feedback from peers and managers, on-the-job observation, or KPIs to evaluate this level. The assessment should cover topics such as how learning has been implemented at work and if learners are confident in sharing their new skills and knowledge with peers.

Level 4 (Results) - measures the tangible results of the training, such as increased productivity, higher morale, and better marketing leads. Key metrics to measure are improved business results, increased productivity and quality of work, employee retention, higher morale, and customer satisfaction index.

By using the Kirkpatrick Evaluation Model, firms can accurately measure the effectiveness of their training programs and make informed decisions on future improvements.

The Development Zone is designed to allow supervisors and team managers to track the progress of their learners.

Completed learning can be recorded through our user-friendly CPD recorder and reports can then be compiled to provide evidence of your firm’s compliance.

For more information about the Aviva Development Zone and to sign up for a free trial or a demo, visit

About the author

Luke joined RWA from July 2022 - July 2023. He has 10 years of graphic design experience creating marketing material and 7 years of direct marketing experience, most recently working as a freelance social media marketing manager. Luke’s role at RWA involved overseeing RWA's social media channels and assisting with the creation of e-learning and blog content.

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