Company ABC Noticed an Increase in Customer Satisfaction After Employees

Multiple Choice

Company ABC noticed an increase in customer satisfaction after employees completed a new customer satisfaction training program. As the VP of human resources, you have been asked to determine if in fact the training program led to the increase in customer satisfaction results. Which of the following training evaluation approaches would you take?

A) formative evaluation
B) summative evaluation
C) descriptive evaluation
D) causal evaluation