The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
Learner Support Ticket Resolution Time
How quickly you respond to and resolve questions or issues from learners about course access, technical glitches, or content.
Target · Resolve 90% of tickets within 1 business day, with 95% learner satisfaction on resolved issues.A learner can't access their course. You respond within 2 hours, troubleshoot the issue, and confirm access, all within the same day. That's a win.
LMS Course Setup Accuracy
The precision with which new courses, learning pathways, or user groups are configured in our Learning Management System (LMS).
Target · Maintain a 99% accuracy rate on all course configurations and learner enrollments.You set up a new leadership programme for 50 people. All 50 are correctly enrolled, have access to the right modules, and receive the correct notifications. No one gets the wrong pre-work.
Post-Course Survey Deployment Rate
Ensuring that 'happy sheets' (our Level 1 evaluation forms) are sent out promptly after a learning session or course completion.
Target · 100% of surveys sent within 24 hours of session completion or course enrollment completion.The 'Effective Feedback' workshop finishes at 3 PM on Tuesday. By 3 PM Wednesday, every participant has received the feedback survey. Simple, but crucial for getting timely insights.
Learning Resource Availability
The percentage of scheduled learning resources (e.g., virtual classroom links, pre-work documents, content licenses) that are available and correct for learners at least 24 hours before the programme starts.
Target · 98% of all resources available and correct ahead of time.You're coordinating a vILT. The Zoom link, pre-reading PDF, and any required software licences are all sent out and working by Monday for a Tuesday session. No last-minute scrambles.
Learner Experience Feedback
The overall sentiment and constructive feedback from learners regarding the logistical support and resource accessibility you provide.
- Positive comments in post-course surveys about smooth operations, easy access to materials, and helpful support. Learners proactively reaching out to thank you for a well-organised programme. Fewer complaints about technical issues or missing resources.
Stakeholder Trust & Reliability
How much the L&D Manager, facilitators, and content designers trust you to handle tasks independently and reliably, without needing constant follow-up.
- The L&D Manager delegates tasks to you without micromanaging. Facilitators know they can rely on you for pre-session checks. Content designers are confident you'll upload their materials correctly. You're seen as the 'fire and forget' person for logistics.
Proactive Issue Resolution
Your ability to spot potential problems with logistics, scheduling, or resources before they become actual issues for learners or facilitators.
- You flag a potential scheduling conflict a week in advance, rather than the day before. You notice a broken link in a course module during a routine check and fix it before anyone complains. You anticipate a need and address it before it's asked for.