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Show Value of Customer Education with Performance-based Assessments

Written by Bill Cushard

Published on August 30, 2016

ServiceRocket and TrueAbility Performance-based Assessments

Customer education programs are designed to help customers learn your product so they can perform their jobs more effectively. Presumably, your product will change the way your customers perform their jobs and largely improve their productivity in some meaningful way. It is in your best interest to help your customers make these improvements and achieve desired outcomes so that they continue to renew with you. One way to do this is to offer training. 

The problem with most training is this: You offer it. Your customers take it and go back to their job. You move on to the next customer. There is very little effort spent helping customers understand what skills were acquired as a result of training and whether the time and money spent on training made any difference. We assume that is our customers' responsibility. Frankly, it is their responsibility. But what if you could make it easier for your customers to show the value they realized as a direct result of your training?

Until now, the technology and the data have not existed to make this an easy thing to determine and show to customers.

The times, they are a-changing. 

Pre and Post Performance-based Assessments

Performance-based assessments are a powerful way for learners to practice new skills, test themselves in a simulated environment, and assess whether skills are improving. If you structure performance-based assessments in a way that your customers can assess current skill levels, complete training where skill needs to be improved, and allows them to assess skill levels after training, then customers have a means for understanding the value derived from an investment in education. This value is defined by improvement in skill and ability in performing their job using your product. 

Here is how it works. 

Pre-Assessment: When a customer purchases a training course from you, the first step in the course will be to provide access to a performance-based assessment. The idea is to give customers a chance to test themselves using your technology in a safe, non-production environment to set a base-line skill level. Learners will perform scenarios in your product and receive a score showing how they performed.

Attend Training Course: The second step in the process is to attend the live training course. 

Post-Assessment: After the course is completed, students will get access to a post-course assessment, which is also performance-based. Students will complete the assessment by completing scenarios in your product, based on the learning objectives of the course. Student will receive the results of the post assessment.

Measure Difference in Assessment Results: Finally, the result of the pre-assessment and the result of the post-assessment are compared, and students can see the difference in the results. Based on the results, student will know whether they have improved. 

Customers can use the results of the two assessments to show whether skills improved and make a judgement about value of the investment in training. The results can also be used to justify purchasing more training for the rest of a team. Moreover, a software vendor can use the assessment results as a means for measuring the effectiveness of the training, which could result in continuous improvement of the training. Assessment results, if positive, could also result in providing a higher value to customers and lead to increasing training sales because the software vendor can show quantitative data showing how skills are improved as a result of an investment in training.


ServiceRocket is teaming up with TrueAbility to bring performance-based assessments to the enterprise. The TrueAbility app and Learndot will empower fast-growing software companies to offer a means for customers to build the skills they need to use emerging and disruptive technologies and provide a means to demonstrating the value of an investment in education through the improvement in skill development. Now, software companies can offer customers pre and post course performance-based assessment as a means for showing skill improvement as a result of training. To learn more, contact us and we'll set up a call.

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