Training Needs and Training Given

Findings of the exercise to identify training needs:

1. The importance of the digital transformation and the associated use of new tools (e.g. IoT, Power BI, Smart Data), new business models and process optimisation.
2. The need to focus on teamwork, communication and creating collaborative environments in a virtual context.
3. The importance of expanding the range of blended learning over the coming years as an alternative to 100% online and 100% virtual/in-person, combining the advantages of both.
4. Decision to create an annual catalogue, instead of the current quarterly format.
5. The need to improve planning so that training fits better round people’s work.

We also took advantage of the occasion to ask about general satisfaction levels with RGCU. The Net Promoter Score (NPS) was 37 points.

The NPS method is used to measure customer loyalty (in this case internal customers) based on their likelihood of recommending an organisation. The scale runs from one (highly unlikely) to 10 (highly likely).

Responses from 0 to 6 are classed as detractors. Scores of 7 and 8 are classed as passive, which means respondents are satisfied but could change their opinion. Finally, people who answered 9 or 10 are classed as promoters (who are enthusiastic about RGCU and are highly likely to recommend it).

Our questionnaire found that 6.52% of respondents were detractors, 49.57% were passive and 43.91% were promoters. These numbers were then used to calculate the NPS by subtracting the percentage of detractors from the percentage of promoters. The resulting score for RGCU was 37. This is considered high, with any score above zero being positive under this method.

Our goal for the coming years is to convert passive people into promoters.