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About Feedback Criteria
Feedback criteria help learners craft excellent responses when completing practice activities. In turn, these criteria help graders measure how well learners exhibit various skills or qualities, such as speaking with confidence and clarity. Responses are graded on a five-part scale, and these grades are shared with learners, creating a feedback cycle by which skills can be continuously improved.
Add Feedback Criteria to Practice Activities
Feedback criteria can be added to most Practice elements and to On-Demand Practice scenarios. Select Add Feedback Criteria under the Grading Resources tab to launch the criteria menu.
Content builders can select from 34 out-of-the-box feedback criteria or create custom criteria to use with practice activities. You can also Search Feedback Criteria to jump directly to a known item.
Create and Edit Feedback Criteria
To create new feedback, select Create New. You will be prompted to Name your new criterion and Describe it in more detail so learners understand what to practice and how they'll be assessed.
When you're finished, select Create Criterion. You can now choose it from the criteria menu.
Adding feedback criteria sets a scale against which users will be graded when answering a question. Adding criteria automatically makes a question graded, therefore. Learner responses will be sent to the grader for evaluation.
To edit or delete a criterion, click the pencil icon to launch the editor.
You can change the criterion's title or description, or delete it altogether. Note that changes made to a criterion will apply everywhere it appears, including existing learner report cards. As such, you should not make edits that substantively change the feedback criterion’s meaning.
Need to change the meaning of a criterion? Delete it and create a new criterion with the updated meaning. This will preserve the integrity of existing report cards.
💡 Important Note: You cannot edit or delete the 34 default feedback criteria.
Learner Point of View
When users encounter practice elements that include feedback criteria, the criteria will appear under the header "Tips"
💡 Important Note:
Feedback criteria are not shown to learners for on-demand practice scenarios.
Grading Feedback Criteria
Practice elements with feedback criteria are graded on a five-level rating scale. The levels are as follows:
Needs Improvement 🔧
Meets Expectations ✔️
Exceeds Expectations 👍
Mousing over the rating icons reveals their meanings.
💡 Tip: Only one rating can be selected for each criterion.
Graders can also mouse over the info bubble next to each criterion to reveal its definition.
💡 Tip: At this time, it's not possible to exclude attributes from the rating scale. As a workaround, use the answer key to instruct graders to use only certain attributes, as pictured below.
Grader Feedback and Report Cards
When learners submit on-demand practice scenarios for feedback, they appear in the Grading Station for admins or managers to grade.
Once lessons or practice scenarios have been graded, learners can view their report cards by navigating to the end of either one.
Reports and Insights
On the Insights tab, under Learner Impact, users with people permissions can view the highest and lowest rated feedback criteria. Mouse over the gray bars to view the total count of each rating.
Want to see All Feedback Criteria Ratings in one place? There's a report for that!
Clicking this link will generate a .csv file that lists the grades learners received for each practice task. Look for the column titled "Rating."
Off-the-Shelf Feedback Criteria
Here is a complete list of the 34 feedback criteria included by default. These criteria cannot be edited or deleted.
Brevity: Deliver the message concisely, with as few words as possible.
Case Studies: Provide case studies and other evidence to substantiate claims.
Clarifying Questions: Ask clarifying questions where appropriate to uncover hidden meaning.
Clarity: Be free from ambiguity in message delivery and content.
Competitive Differentiation: Highlight the aspects of our business that are distinct from the competition.
Conclusion: Conclude the message appropriately, with a restatement of key points and/or clear next steps.
Confidence: Deliver with certainty and assurance.
Conversational Tone: Be friendly and invite dialog with the customer or prospect.
Credibility: Be believable and trustworthy in your delivery.
Demo: Demo the product effectively.
Discovery: Ask questions to identify the customer or prospect's unique circumstances.
Engagement: Capture the prospect or customer's attention and hold it.
Enthusiasm: Deliver with keen interest and passion.
Introduction: Set the stage for the message to come with a meaningful introduction.
Messaging Flow: Structure the message in such a way that each section leads naturally to the next.
Methods and Frameworks: Use key messaging methods and frameworks where appropriate.
Motivators: Identify the drivers that motivate the customer or prospect's business.
Next Steps: Identify and communicate an appropriate follow-up plan.
Objection Handling: Effectively alleviate buyer concerns.
Our Company Story: Highlight our company's point of view, people, and culture.
Pain Points: Accurately identify customer or prospect pain points and offer solutions.
Pitch: Articulate who we are, what we do, and why we do it.
Presentation Deck: Use the presentation deck effectively.
Product Features: Accurately describe the features of our product.
Professionalism: Act in a way appropriate to your role as an ambassador of our company.
Question Answering: Answer questions thoroughly and effectively.
Question Motivation: Accurately identify the underlying reason questions are asked.
Rapport: Establish a relationship of mutual trust and respect with the customer or prospect.
Relevance: Deliver a message pertinent to the prospect or customer's needs.
Respectful Manner: Act with respect to the customer or prospect's boundaries and time.
Self-Awareness: Be self-aware in your delivery, avoiding unnecessary words and actions.
Talking Points: Use key talking points in your message.
Understanding of their Business: Demonstrate an understanding of the prospect or customer's business and their needs.
Value Prop: Clearly articulate our value proposition as it applies to the customer or prospect's unique circumstances.
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