How do you handle feedback and complaints from learners and clients regarding training quality?

Feedback is essential to improving anything. Openly and regularly encouraging participants to provide feedback that will be actioned upon should be the norm. The mechanism for feedback is one piece, and participants knowing it will be put to good future use is another thing.

I completely agree with the importance of obtaining and welcoming feedback during training efforts, but as someone who has experimented with different feedback methods, I'd argue that traditional surveys often don't yield the rich insights we need to make meaningful improvements. That's why I've been exploring the idea of using audio diaries and theme analysis to uncover more nuanced feedback from stakeholders. I believe that this approach could lead to more fruitful conversations and ultimately, more impactful training programs. Have any of you tried using audio diaries or other non-traditional feedback methods in your training programs?

I wish more learning platforms looked at the usage data. How long did someone watch before they took a break? I feel like too many training topics are too long and I end up not completing them or I have to start over.

HR leaders should set much higher expectations for the service levels around responding to feedback. Often we think "okay we'll fix that or improve that for next year or the next cohort" which misses the chance to learn faster and engage participants. If you hear them and quickly do something they will feel respected and be far more likely to share more feedback, and use the program. Treat them like customers.

I would always suggest things that could make the company more profitable, or run better, faster, or smarter. When I felt I was wasting my time in my suggestions, that is when I starting looking outside of the company. No reaction says things are going to stay the same. With those companies I left, none are in existence in their same form as they were when I worked for them. You either change or perish.

If it can be done, implement change from the feedback immediately. There are times when that's not possible. Whether you're waiting to gather further input for verification or the process to change is longer. Generally, the quicker it can be implemented, the faster the feedback loop can begin again.

Feedback is always helpful - the good, the bad, the super ugly. All of it gives us a chance to learn, grow, and be flexible. We can’t please everyone and we’re not everyone’s “cup of tea” and writing off feedback because of that isn’t going to help you.

Some of the best feedback you can get is from super-engaged users -- both those who are boosters and those who may be struggling or have a negative experience. Surveys are great, but often there are human factors that can't be captured and the insights are far more rich by speaking directly with them. Customer service and help desk teams must have an upward feedback loop that doesn't just troubleshoot or resolve an issue, but also looks for trends or patterns, tests ideas with users, and gathers more context about what's happening. This is a missed opportunity if user tickets or contacts are deemed something to be "resolved" rather than explored. Pick up the damn phone as fast as you can, show them respect, and follow up.