The secret to a project experience that works for your team

Our customers consistently rate OTD highly for both Net Promoter Score and overall satisfaction. But what is behind these results, and how do we ensure every project delivers real impact? 

Part of the answer lies in how we’ve strengthened our ability to deliver programmes worldwide.

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Strengthening our project management capability

Emmanuella Ogbonna and Alex Eaton joined OTD as Senior Customer Project Managers earlier this year, bringing extensive experience managing complex programmes across multiple sectors. This strategic investment in new, specialist roles, ensures our customers continue to receive the highest standard of support as they navigate critical projects.

The appointments build on our established global account management team and reinforce our commitment to delivering a seamless, structured customer journey.

The move also reflects OTD’s ongoing dedication to providing tailored solutions to national and international customers. Our involvement in global initiatives continues to grow, frequently supporting multi-million-pound product launches and complex international rollouts, particularly in industries such as life sciences.

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A seamless, end-to-end journey

‍“We really wanted to make sure our projects are seamless from start to finish,” says Emmanuella. “That means providing customers with frequent updates, a clear point of contact, and being hands-on. When everyone knows what’s needed, delivery and impact speak for themselves.”

This approach ensures that every programme is carefully managed, from planning through to delivery and follow-up, giving customers confidence that their objectives will be met.

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Outstanding customer feedback

The level of customer confidence is reflected in the data. While we have established customer feedback mechanisms, such as a world-class Net Promoter Score of 87, this year we’ve also gathered customer satisfaction scores. Feedback reflects both the quality of our training content and delivery team, and the project management structure that supports them:

• Overall experience of working with OTD: 92%
• How well projects met objectives: 96%

Facilitator ratings:

• Expertise and knowledge – 100%
• Engagement and delivery – 100%
• Adaptation to organisational needs – 100%

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Building quality through consistency

Behind the numbers is a commitment to consistency and excellence. Every programme is managed with the same attention to detail, ensuring customers receive a smooth and highly effective experience wherever they are.

It underpins the delivery of training content that has achieved assurance by City & Guilds, the world leader in skills development, and an empowering and inclusive learning environment within OTD that has received IiP Platinum.

We believe all this adds up to an amazing experience you can rely on, and the results show we’re delivering on that promise.

Find out how we can deliver the same for your team.

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