Frameworks > Training Effectiveness Model

Training Effectiveness Model: Measuring the Impact of Education

Inspired by Kirkpatrick, evolved for SaaS 

Why measuring education matters

Customer education isn’t about checking a box - it’s about changing behavior, improving performance, and delivering outcomes that matter to the business.

At SaaS Academy Advisors, we use a Training Effectiveness Model to assess and evolve education based on real learner and business impact. Our model is inspired by the Kirkpatrick Model, but we’ve adapted it to reflect the realities of modern SaaS: education needs to be measurable, actionable, and transformational.

training effectiveness model

The five core dimensions of training effectiveness

01 | Reaction: Do users find the training valuable?

Before education can change behavior, it must first engage learners. This level measures how participants react and respond to the education, whether they find it relevant, engaging, and useful.

Key Questions to Ask

  • Did users find the education engaging and easy to follow?
  • Was the education relevant to their needs?
  • Would they recommend it to others?
  • Are users engaged and satisfied with the experience? 
SAA Tip from Lindsay:
"If learners don’t engage with your education, it won’t drive behavior change. Prioritize engaging formats and interactive experiences to keep learners invested."

02 | Learning: Did users acquire the intended knowledge or skills?

Once engagement is established, the next step is measuring knowledge retention. This level assesses whether users understood key concepts and can apply them.

Key Questions to Ask

  • Did the education transfer knowledge or skills?
  • What new skills or knowledge did users gain?
  • Can they correctly apply what they’ve learned?
  • Do assessment results align with intended learning outcomes?
SAA Tip from Lindsay:
"A quiz alone isn’t enough to measure learning. Look for ways to test real-world applications, such as interactive scenarios or role-based exercises."

03 | Behavior: Are users applying what they learned?

Knowledge is only valuable if it leads to actionable change. This level measures whether users apply what they learned in their day-to-day work.

Key Questions to Ask

  • Are users applying new skills or behaviors?
  • Do they need additional support to implement what they learned?
  • What obstacles prevent behavior change?
SAA Tip from Chris:
"If your education doesn’t lead to action, it’s just information. Support learners with reinforcement strategies, such as post-training follow-ups or reminders."

04 | Results: What is the business impact?

At the highest level, education must contribute to tangible business outcomes, such as increased customer retention, product adoption, and revenue growth.

Key Questions to Ask

  • How has education impacted key business metrics?
  • What business outcomes did the training influence?
  • Has education led to higher retention or engagement?
  • Is education reducing support costs and TTV?
SAA Tip from Chris:
"To prove the ROI of education, tie learning outcomes to business impact. Track how education improves adoption, retention, and expansion revenue."

05 | Transformation: Did the education unlock lasting change?

This is about more than results - it's about impact at scale. We evaluate whether the training deepens a user's connection to the product, accelerates role confidence, or improves team or organizational alignment. 

Key Questions to Ask

  • Has the education changed how users see themselves in their role or industry?
  • Are users more self-sufficient, confident, or empowered?
  • Is education influencing loyalty, advocacy, or long-term product alignment?
  • Is the learning experience being shared, referenced, or reused organically across teams?
SAA Tip from Lindsay:
"The most powerful education doesn't just educate - it transforms. You’ll know it’s working when your users advocate for your product and Academy without being asked."

And What About ROI?

We use this effectiveness model in tandem with our Metrics Framework to understand ROI holistically:

  • What did this education "cost"?
  • What behaviors did it change?
  • What business results did those behaviors drive?
  • Did the value outweigh the investment?

Explore our Metrics Framework →

Why this approach works

Unlike traditional models, this isn’t an academic exercise - it’s a tool for SaaS teams to:

  • Evaluate and improve existing education
  • Justify investment with data
  • Prioritize education that drives real impact
  • Make confident, informed decisions about scaling

Let’s build a high-impact education program, together.

At SaaS Academy Advisors, we help SaaS companies measure and optimize their education programs, customizing frameworks for training effectiveness, ensuring education leads to real business impact.

Contact Us to start measuring the effectiveness of your Academy.