Measuring the Performance of Health Coaches

Thursday, June 25th, 2009
This post was written by Melanie Matthews

Two industry experts in health coaching describe how their organizations measure the performances of telephonic and online coaches.

Question: Are there different measures for evaluating the efforts of telephonic and online coaches?

Response: (Darcy Hurlbert, Ceridian LifeWorks) For telephonic coaching, we look at outcomes — quit rate, percent weight lost — metrics around that. We administer satisfaction surveys at three months post-enrollment. We look at coach satisfaction and on-time rates. How many calls are they completing within the allotted number of days and on time within a 24-hour turnaround? We also look at reach rate — how many individuals are they able to successfully reach and complete calls with? Those have been the core measures that we’ve looked at, along with record and quality assurance reviews by our clinical consultant.

Response: (Sean Slovenski, Hummingbird Coaching Services) Conceptually, while I’m sure there are some subtle, nuanced differences in the measures we’re looking at [for online health coaches], the reality is they’re the same general measures of customer satisfaction, quality of the work output, time spent and responsiveness. The biggest factor is determining what percentage of goal achievement they having with their client base. It’s really outcomes-related.

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