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Improving the quality of evaluation participation: a meta-evaluation

This study presents a meta-evaluation of a beta-test undertaken of a customer service training programme. The initial evaluation showed a low level of participation in the beta-test evaluations. Therefore, the meta-evaluation (or an evaluation of the evaluation) focused on issues related to the conduct of the initial evaluation and reasons for non-response. The meta-evaluation identified solutions to the participation problem as related to authority, capacity and motivation.