ACCA Applied Knowledge · Business and Technology · Learning and training at work
A company runs a two-day customer service course. Immediately afterwards, delegates complete a questionnaire rating the trainer, the venue and how much they enjoyed the course. At which level of Kirkpatrick's evaluation model does this feedback sit?
The feedback sits at the reaction level of Kirkpatrick's model. Reaction measures how delegates felt about the training, including the trainer, venue and enjoyment. It does not measure what they learned, how their behaviour changed or the business results achieved.
- AReactionCorrect
- BLearning
- CBehaviour
- DResults
Explanation
Kirkpatrick's first level, reaction, measures how participants felt about the training, such as satisfaction with the trainer and venue. Learning would require testing knowledge or skills gained, which a satisfaction questionnaire does not do.
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