Performance Metrics Flashcards

An organization measures coaching ROI using the Phillips model. Which level comes directly after measuring business impact?

Answer: Return on investment

The Phillips model adds Level 5, ROI, which turns Level 4 business impact into money and compares it with program costs.

In Kirkpatrick's model, a coach checks whether a leader actually uses new delegation skills on the job. Which level is being measured?

Answer: Level 3 – Behavior

Level 3 looks at whether learning carries over into on-the-job behavior.

A coaching program cost $40,000 and produced $100,000 in net monetary benefits. What is the ROI using the standard formula?

Answer: 250%

ROI = (net benefits ÷ costs) × 100 = (100,000 ÷ 40,000) × 100 = 250%.

When estimating coaching's effect on a sales increase, why do practitioners apply an attribution or isolation adjustment?

Answer: To account for other factors, such as market changes, that also influenced results

Isolation keeps the coaching from getting credit for gains caused by outside factors.

Which data source is generally considered most credible for measuring a manager's behavior change after coaching?

Answer: Multi-rater (360-degree) feedback collected before and after

Comparing feedback from several raters before and after coaching reduces single-source bias and shows observed change.

A coach collects client satisfaction ratings at the end of each session. What is the main limitation of relying only on this data?

Answer: Satisfaction doesn't show whether behavior or business results changed

Reaction data (Kirkpatrick Level 1) shows how the client felt about the session, not whether it changed anything.

Which item is a typical intangible benefit of coaching that is usually reported but not converted to money?

Answer: Improved team collaboration and morale

Benefits like morale and collaboration are hard to convert credibly into dollars, so they are often reported as intangibles.