Net Promoter Scores as a Measure of Learner Satisfaction in Massive Open

Online Courses (MOOCs)

Dr. Kristin Olson PalmerDirector of Online Learning Programs

University of Virginia International Conference on Education

HI17-164January 2, 2017, 8AM

What are MOOCs?

What is a Net Promoter Score?

What is learner satisfaction?

How do we measure success in higher education?

Do alumni send their kids there?

3 Ways Businesses

Measure Customer

Satisfaction

Customer Satisfaction Scores (CSAT) – post interaction survey

Net Promoter Scores (NPS)

Customer Effort Scores (CES) – How much effort does customer expend to

get their issue(s) resolved?

Study underway looking at online survey and focus groups using NPS

as a measure of learner satisfaction.

It is apparent that the NPS for Coursera is high.

How likely is it that you would recommend a course on Coursera to a friend or a colleague?

Employed

Well-Educated

Medium Socio-Economic Status

Feedback: Learners love having access to high quality educational content,

they use this content to improve their lives, and they plan to utilize the skills they are learning in their future jobs.

Thank You!Dr. Kristin Olson Palmer on LinkedIn@kpatwork