Baxi training earns “world class” praise from installers

Baxi’s training division has received a “world-class” net promoter score (NPS) of 87 based on feedback from participants of its leading courses.

Used to track customer experience and loyalty, an NPS result is measured using a single question – “How likely is it that you would recommend Baxi Training to a friend or colleague” – and is reported on a score of -100 to 100. According to the creators of NPS Bain & Company, a score above 0 is good, above 50 is excellent and a score over 80 is world-class.

The announcement follows heating and hot water specialist’s continued investment training division, facilities and experts, including the unveiling of its Solutions Academy in its Warwick HQ last year and upcoming developments of its centres in Warrington and Dartford.

Baxi’s NPS feedback system and subsequent survey questions form a central part of its training division’s evolution, identifying the elements that resonate with participants and areas for improvement.

According to further feedback, “knowledge of the trainers”, “overall impression of the training centre” and “quality of the theoretical training” were the top three positive elements of the training experience as identified by respondents.

Baxi also identified growth areas for their training offering, including a need for the development of more hands-on training to accompany theoretical courses. As its 2024 Installer Skills Survey also identified over a third (34%) of installers prefer hands-on learning, the company has made investment in its training estate to increase capacity for in-person training. This includes making more solutions across its portfolio available in training centres for engineers to work with.

In response to the anonymous feedback survey, one engineer recently stated: 

"[It was an] excellent training day that had a good balance of theory and technical detail as well as hands on practical element to familiarise with different models of boilers. The trainers and facility are first class."

Another remarked on the expertise of the trainer and hands-on training experience saying: 

"The Group was small. This meant that any questions I had could be answered. [The trainer] Chris's knowledge was great and plenty to learn from his industry experience. It was structured well and I particularly liked being able to test on the component boards in the classroom with the other engineers to compare our findings and discuss our failings. This course was recommended to me by an old engineer having attended years ago and it did exceed expectations."

As the heating industry continues to transition to renewable technologies, Baxi is ensuring training supports heating engineers and contractors with developing skills as their work evolves. A central part of delivering the right training includes addressing skills gaps facing the construction sector by equipping future engineers to enter the industry.

Baxi’s head of training solutions, Ian Trott, said: 

"Continued training and developing heating industry skills is a crucial part of making sure we are geared up for the future of heat. This is why we invest so heavily in making sure our training courses give heating engineers, contractors and the wider supply chain everything they need to evolve with the changing market."

"Key to this is ensuring we use data and feedback to develop our offering in line with installer needs. We have been able to make our training division world class by using these insights to develop courses, improve our centres, bring in more expert trainers and create new courses to meet requirements for emerging technologies. We remain committed to maintaining our world class training offering and investment in the division, supporting the industry with skills for the future."

To find out more about Baxi’s training offering, visit www.baxi.co.uk/training