Case Studies

A critique of the leaver survey approach for HIT Training

HIT Training Ltd (HIT) is the leading specialist training and apprenticeship provider for the UK’s hospitality, catering and retail industries. 

They called on us to critique their approach to surveying the views of apprentices when they leave (their ‘leaver survey’ and ‘successful completion survey’), and make recommendations on their survey approach more widely.

Project overview

HIT Training run several surveys to gather feedback from apprentices about their experience across their training lifecycle.

Their leaver surveys ask questions about why trainees leave, and what they do next. 

HIT Training wanted to ensure that these surveys are designed and optimised to collect accurate, consistent, and insightful data to help them improve the training experience and outcomes.

Project goals

The main goals of the work was:

  • To identify and recommend opportunities to improve the approach and design of the leaver surveys to collect accurate, consistent, and insightful data (including question selection, type, hierarchy, content, logic and routing)
  • For survey owners develop greater knowledge on how to design and conduct effective surveys going forwards

Project team

To deliver the work, the Lagom project team consisted of a dedicated Data Analyst and Service Designer

What we did

Our activities included: 

  • A stakeholder workshop to map out the:
    • survey goals
    • survey research questions
    • data journey map
  • Development of recommendations and a draft question bank
  • A workshop with stakeholders to review recommendations 

Project outcomes

The work provided HIT Training with a draft survey question bank, and a practical set of recommendations to improve their leaver survey, as well as a repeatable approach to tackle survey design for their other apprenticeship surveys. 


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Discovery about learner management experience for HIT Training Ltd

HIT Training Ltd (HIT) is the leading specialist training and apprenticeship provider for the UK’s hospitality and catering industry.