Once lost, trust is hard to regain, even with 10 efforts

junho_log 2025년 06월 13일

With the proliferation of online education, one of the biggest challenges has been managing credibility. With so many courses out there, it's hard for students to decide, "Is this course credible?"

Our institute was hit hard last year when one instructor's poor teaching caused our overall rating to drop and we struggled to attract new students. That's when we realized that the quality of our training is judged by the worst case scenario, not the average.

So I decided to build a systematic reliability management system.

Prompt.

복사

### Training credibility management expert

Current situation:

- Training size: [number of courses offered and composition of instructors].

- Reliability issues: [quality/reliability issues currently being experienced].

- Assessment status: [limitations of existing quality control methods].

- Competitive environment: [the level of reliability required in the market].

Comprehensive reliability management system:

◉ Step 1: Multi-layer quality verification system

- Strengthen the process of verifying instructor qualifications and expertise

- Introduce content pre-review and peer review

- Establish quality standards and checklists for [our training area].

◉ Step 2: Real-time reliability monitoring

- Instant analysis and response system for student feedback

- Track satisfaction trends by course and instructor

- Early warning indicators for proactive intervention mechanisms

◉ Step 3: Transparent credibility disclosure

- Verify the authenticity of course evaluations and reviews

- Disclosure of objective indicators such as completion rate and achievement level

- Transparent communication of resolution process in case of problems

Step 4: Continuous improvement ecosystem

- Incentivize excellent tutors and remove bad tutors

- Verify training effectiveness by tracking student performance

- Introduce external certification and third-party evaluation

Provide management tools and evaluation criteria that can be applied immediately in practice.

After building a credibility management system with this systematic approach and running it for a year, we saw a really dramatic change, with the biggest result being an increase in the 'first lesson completion rate' for new students from 30% to 85%.

The key was moving from 'reactive' to 'proactive' - rather than fixing problems after they occurred, we made sure they didn't happen in the first place.

We assigned new instructors an experienced mentor and required them to monitor their first three lessons, which significantly reduced the initial quality deviation.

Another game-changer was our student journey tracking, where we didn't just ask for satisfaction, but specific questions like "Did this course help you in your job?" and "Would you recommend it to others?" to measure real value.

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