Case Study: The Entertainer boosts customer satisfaction and achieves 100,000 course completions with Totara Learn

The Entertainer Boosted Customer Satisfaction Scores With Totara Learn

The Entertainer, a UK toy retailer founded in 1981 with more than 160 stores and 1,600 employees, relied for over 20 years on paper-based training "Modules." High print costs, fast-obsolescence, inconsistent manager-led delivery and poor learner engagement made it difficult to ensure consistent, measurable training as the business expanded.

They implemented Learning Pool’s Totara Learn LMS with the Foundation Skills catalogue and Adapt Builder, launching the branded platform "The EnterTrainer" with a targeted campaign. In the first 18 months the company recorded 100,000 course completions (about 30,000 mandatory and 70,000 discretionary), ~95% audience engagement, a 56% increase in initial module completion, savings of £8k in assessment and £1.5k in print, and improvements in customer assistance (48%→51%) and overall satisfaction (79%→81%), while enabling consistent, scalable training and international roll-out.

The Entertainer

Peta Young

Learning & Development Manager