Company ABC noticed an increase in customer satisfaction after employees completed a new customer satisfaction training program. As the VP of human resources, you have been asked to determine if in fact the training program led to the increase in customer satisfaction results. Which of the following training evaluation approaches would you take?
A) formative evaluation
B) summative evaluation
C) descriptive evaluation
D) causal evaluation

Question

Quizplus · Accepted Answer

In this situation, the best evaluation approach would be causal evaluation since we want to determine if the training program caused the increase in customer satisfaction. This type of evaluation involves comparing results with and without the training program to determine if there is a cause-and-effect relationship between the two.

Company ABC Noticed an Increase in Customer Satisfaction After Employees