Transparent quality management

Flawless delivery - Performance data for your inspection

For a narrative, scroll down. These reports cover the last 19 years of training delivery.

• 19 year performance
• Reviews: TrustPilot & others (2,677)
• Testimonials (99,474)

• Courses never cancelled: The facts
• Everything our delegates ever said
• Individual trainer performance

• Customised reporting
• On-site performance & logistics

Citigroup
Vice President
D.P.

Equifax
B.L.

Pepsico
Julia B.

Post training event - Monitoring feed monitoring - Listening to our customers

19 years ago we understood that industry practice was to collect feedback on paper. Feedback was rarely reviewed in time to address serious problems.

We decided to create a better system (it's still a work in progress).

We ask every individual we train, consult or mentor to complete an electronic feedback form.

Performance data is available to management as it is created. Alarm bells are rung as necessary.

We have a high sample rate system. We aim for 100% satisfaction sampling following all training events. However, we have some drop-off in collection of feedback due to factors outside of our control. Client's security & technical issues mean we actually sample around 97% of all individuals feedback.

We believe this is the highest sampling rate in our industry. Furthermore, we have automated systems that monitor the levels of many factors, as shown in the Management Alert sample.

Other reports summarise this data and convert it into many easily digestible report formats that can be acted upon.

Sample feedback report:

Suffolk Constabulary
Maggie P.

Feedback ratings

Below is a live report detailing some top KPI's.

Interestingly, the course content metric takes into account the nature of all public or open course attendees.

Of course, these open class attendees have varied needs. Trainers negotiate the best balance of time and depth within a fixed syllabus.

On-site, closed or company training events are typically better matched through discussions to settle expectations.

Often, bespoke training materials are created with delivery tailored to more exacting requirements.

Performance improvements over 19 years

The feedback from this system has driven up performance of our administration, management & training team. Errors in logistics —even subtle ones, such as a slight mismatch in client expectations and trainer delivery— are fed back and used to evolve the systems that caused these omissions.

Many other logistics failings have been greatly reduced and in some cases almost eradicated by the commitment of staff to improve monitoring systems & delivery. We are not perfect or free from error, but our commitment to improve means that a culture exists that is open to learn from its mistakes.

We are committed to continue to improve and to find better ways to meet & exceed our client's expectations. As long as we know we don't have all the answers, we think we will be able to get better.

We are passionate about getting it right, and we want to deliver the best training possible.

We intend to keep raising that bar.

The Duke Of Edinburgh's Award
M.A.

Management & Training team

The performance and professionalism of our people is fundamental to us. Our company culture brings together individuals that cooperate through trust, replacing bureaucracy and micro-management.

Our working relationships are typified by their openness and the common goal to achieve the best performance in our industry, both personally and organisationally. The team enjoys a high level of decision making authority, allowing flexibility and creativity.

By working with individuals that have the passion and integrity to deliver, the management team is freed from the mundane and able to focus on continuous improvement. Feedback to drive quality development is continuously applied from our comprehensive satisfaction sampling system.

19 years ago we achieved a satisfaction rate of 87.1%. Today, we are proud of the 98.7% customer satisfaction rate this approach has made possible.

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