- 34%of staff who were assigned the Customer Conversations pathway went on to use it on the job, even though 57% finished it.
- 22%of the learners still going quit at a single module: a 42-minute video. No other module lost more than 7%.
- 3.7 ptsaverage rise in customer satisfaction in stores where most staff finished the training, against 1.0 point where few did. Promising, but not yet proof.
Finishing a course isn't the same as using it
Completion is the number most dashboards stop at. Following each learner one step further, to whether their manager saw the new skill in a check-in, shows a second gap that is bigger than the first.
Show the numbers
One module is doing most of the damage
The pathway has six modules. Almost everyone who reaches module 4 finishes, so the real problem sits earlier. Module 3 is the only long video in the pathway, and it is where one in five remaining learners stopped.
Show the numbers
Shorter content gets finished
Looking across all 140 courses in the library, not just this pathway, completion falls steadily as courses get longer. Module 3 fits the pattern rather than being a one-off.
Show the numbers
Stores that learned more improved more, probably
Each dot is one of the 24 stores. Stores where more staff completed the pathway tended to see bigger rises in customer satisfaction (correlation 0.73). That is a strong link, but it doesn't show the training caused it. A store with an engaged manager might push both numbers up at once.
Show the numbers
How I'd find out for sure. Roll the improved pathway out to half of the stores first, chosen at random, and compare satisfaction in both groups over the next quarter. Random selection takes manager quality out of the comparison, so any difference left is much more likely to be the training.
What I'd recommend
- Split module 3 into four short videos with a quick question after each. It is the single biggest leak in the pathway. Recovering even half of the learners lost there would add around 100 completions.
- Report "used on the job" next to completion. The manager check-in data already exists. Putting it on the same dashboard keeps everyone focused on the outcome that matters.
- Test before claiming impact. Run the half-and-half rollout above before telling the board the training raised satisfaction. A clean result from a fair test is far more persuasive than a correlation.
Hi, I'm Hareem
I taught maths for over five years, most recently as a senior teacher responsible for the results of 300+ students. The part of the job I loved most was this exact conversation: taking a pile of marks and turning it into a clear story that school leaders and parents could act on. I'm now moving into data, and Thrive's Learning Insights Analyst role sits right where my two worlds meet.
I built this with AI as my partner. I picked the questions a learning leader would actually ask, then worked with Claude to create realistic example data, analyse it and build this page, and I went through the numbers myself. The data is invented, but the way of thinking is the one I'd bring to a real customer.