What value can you get from learner feedback?
Learn how I gather large-scale learner feedback efficiently by embedding Google Forms directly into your corporate e-learning courses. This low-maintenance approach requires no LMS administration, captures feedback at high completion rates, and uses automation to identify trends that inform future learning design. Best used alongside pilot testing and focus groups to balance quantity with quality insights.
What would I consider ‘learner feedback’?
To clarify, this article will be in the context of corporate digital learning. When talking about learner feedback, it is important to explain what I mean by this. Quite simply, I’d consider learner feedback anything somebody says or believes about a learning solution, after they complete it. This differs from feedback from managers, directors, or executives, providing feedback or insights about the results of their colleagues completing a learning solution.
What is the best way I’ve found to gather learner feedback at large scale?
Now, how do I go about getting this feedback? I’m sure most learning & development professionals know that it is unrealistic, in most corporate environments, to go to each learner after they complete the learning and ask what they think, so some level of automation is needed. The tool I utilise is Google Forms. It is quick to create, it integrates with Google Sheets, which then opens up many opportunities later on. More on that in a bit. The next question is how do we get this form in front of the learner?
The obvious option is to place some kind of feedback form in the LMS that the learner may see when they return after completion. I think this is the wrong approach. I have found most success in embedding the feedback form directly into the course. Why I’ve found this to work is simple. If positioned well, and any unnecessary friction removed, most learners simply assume that they need to fill it in, in order to complete the learning.
Who can realistically run this kind of workflow?
So, who would be able to run this kind of workflow? There is no reason why anybody who is in an internal development role to be able to do this. It doesn’t involve any LMS administration, or other departments to help out. All you need is a Google, or Microsoft account and access to the course file before it is published. I would add however, that it is advisable to speak with the Learning Design Manager and explain the benefits prior to implementing this, to get buy-in or approval, however I would be surprised if they do not approve. There are almost no-downsides and incredible up-sides as we will look at soon.
How can you reduce the associated administration time?
Administration time is a big consideration when adding any kind of new workflow. If you are working in an internal learning & development function, the number of learning solutions you create can add up quickly, so you need to keep admin time for each feedback system down as much as possible. Luckily, if you utilise compatible software (like Google Forms and Sheets or Microsoft Forms and Excel), a lot of the work is done automatically. The reason I gravitate towards the Google Suite for this is the additional functionality Google Apps Script gives you within Sheets. The functionality built within Sheets and Google Apps Script provides, with a little experimenting, can entirely take over the sorting, presenting, and highlighting of trends the data provides. Meaning when set up, almost no administration time is needed.
What are you looking for within the gathered data?
Now that you are gathering learner data (hopefully) en-masse, what should you be looking for? Learner data is highly opinion based and anecdotal, and I believe this is where some people discount the usefulness of learner feedback. While you don’t want to be making rash global decisions or changes based on a single comment, seeing trends can inform how you should be creating learning solutions for this audience in the future. If one person says the font is too small you can put it down to personal preference, if most of the people say the same thing, then the font is probably too small.
I do think it is worth noting that you are likely to receive a large number of rushed responses. Responses from people just trying to get through the form. That is okay and to be expected. These can simply be filtered out and are easy to spot.
What options are open to you now?
As long as you set the response capture up in a way that no personal or company data is captured, AI tools are perfectly suited to look for trends in large amounts of data. There is no need for you to sit through many thousands of lines of learner comments (like I did foolishly before thinking of utilising AI).
However, if you do feel bored one evening and want to read through each individually, you would be amazed at what kinds of responses you receive. A lot of the success with creating engaging and innovative learning solutions that learners actually want to complete comes down to understanding exactly what works for the learners. Granted, I did have a huge amount of data available to me. And you may be in a company of the same size, but that doesn’t mean you can’t get some insights from the data you can get.
What should you do with the insights you gather?
Keeping a track of the insights you receive over time of what does and doesn’t work, as well as odd comments you get occasionally (sometimes a learner will treat you to a fantastic idea) is a great way to progress the quality of your work. You will start to create learning solutions that are informed by what you have actually experienced to work, rather than simply what current trends are circulating in the industry.
You can use this data to standardise the work your team produces, improving the efficacy of the whole team’s output, outlining yourself as someone who takes initiative. Something most managers love to see, and sparks great conversations in job interviews.
Quality or Quantity?
You may be wondering about the quality of the responses you may receive. There is no doubt that there will be a number of low-quality responses. However, in my experience, other than the rushed responses mentioned previously, this number has been surprisingly low. Regardless, this form of feedback, I think you are looking for quantity over quality. The reason I say this is because, I also believe this should be paired with a solid pilot and focus group with the target audience earlier on in the development process. This is where you will be able to get one-on-one quality feedback from learners. This Forms workflow is for gathering high numbers of responses to identify trends of thought.
What is the next step in the progression?
So, you have gone and created the relevant forms, embeds, and spreadsheets. Responses are starting to come in, and you are using these insights to inform the work you create. What is next?
The next step from here is to start tracking anecdotal feedback from managers, stakeholders, and SMEs about the effectiveness of the learning solutions you create. This is more involved than gathering learner data, and requires more time and relationship building, however can still be automated to a large degree. I plan on going over this in a future article so keep an eye out for that.