Overall Results:
- Over 7,000 learners across more than 15 resorts are actively trained.
- Complete trackability and integration with SAP SuccessFactors, facilitating the inclusion of training results in performance evaluations.
- Enhanced learning retention
- High customer satisfaction rating of over 90 by learners.
Organization’s Challenges:
- The luxury resort organization had been using video materials and PDF documents uploaded onto Success Factors to train their expansive team of over 7,000 resort employees on 17 SOPs. These were aimed at enhancing their understanding of "Improving Customer Satisfaction at Luxury Resorts" - a critical objective in the luxury resort industry.
- Despite the training, there was a lack of comprehensive measurement regarding their understanding of the SOPs, with the only feedback being on-the-job performance and managerial comments. Furthermore, there was insufficient visibility of the team's engagement with the training content.
- The central quality team recognized the need to address the issue of content engagement and measurement.
Quizizz Solution:
- Organization's central quality assurance team turned to Quizizz to tackle the challenge of engagement and measurement in their SOP training content. The team developed compact, interactive quizzes for each SOP and tested these with the frontline staff.
- The response was overwhelmingly positive, with staff not only enjoying the interactive quizzes but also showing a keen interest in topping the leaderboard.
- Encouraged by this success, the quality team collaborated with Quizizz to integrate the platform with their LMS & SSO. The entire project took about 6 months, with Quizizz team assisting them throughout. This ensured that all reports on Quizizz were fed back into their LMS, providing a comprehensive view of each employee's performance trajectory for annual reviews.
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