Reflection Points are a key milestone in a member’s BetterUp journey. They help surface meaningful changes in mindset, behavior, and skill development, and provide the data needed to understand coaching impact across your organization.
This guide provides a high-level overview of what Reflection Points are, how they work, and why they’re essential to your program’s success. Throughout this guide, you’ll find links to additional articles that dive deeper into specific topics.
Jump to: How Reflection Points work | Why Reflection Points Matter | NPS Overview
What Reflection Points Are and How They Work
Reflection Points build on the Whole Person Assessment completed at the start of a member’s coaching journey, helping track how their mindsets, behaviors, and outcomes have evolved over time.
The first Reflection Point is triggered once a member has completed at least three coaching sessions and three months have passed since their coaching journey began. At that point, the member is prompted to complete an assessment to help them reflect on their growth and progress. It takes approximately 15-20 minutes to complete, and members have three weeks to take action before it expires.
At the same time, the member’s coach is prompted to provide feedback on the member’s progress, notable shifts, and areas for future development. This input is included in a personalized report with updated Whole Person results, engagement metrics, and side-by-side reflections from both the member and coach. Members are encouraged to review this report with their coach to reinforce insights and align on next steps.
Once a member completes their first Reflection Point, additional ones are typically assigned approximately every three months to continue tracking progress over time.
Why Reflection Points Matter for Your Program
Reflection Points support both individual transformation and organizational learning.
For members, they reinforce self-awareness, highlight meaningful growth, and realign focus toward personal goals. The follow-up coaching session encourages deeper reflection and accountability.
For your organization, completed Reflection Points generate powerful insights that can be viewed in the Reports tab of the People Analytics Dashboard (PAD). These insights include:
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Aggregate change across Whole Person dimensions
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Trends in belonging, productivity, and coaching culture
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Population-level views of satisfaction and progress
These insights help you evaluate how coaching is contributing to the goals defined at the beginning of our partnership, align outcomes to your business priorities, and share the broader story of impact with your stakeholders.
Encouraging completion is essential. If too few members take action, insights will not appear in your reports. Completion from approximately two-thirds of your population is typically sufficient to unlock meaningful, anonymized data.
Jump to: How Reflection Points work | NPS Overview
Measuring Member Satisfaction with NPS
As part of the Reflection Point, members are asked "How likely are you to recommend BetterUp to a friend or colleague?"
This question generates a Net Promoter Score (NPS) which a widely used metric for measuring satisfaction and loyalty. Members respond on a scale of 0 to 10, and their answer determines how their score is categorized.
NPS Score Category Breakdown
- Promoters (9–10): Highly satisfied members who are likely to recommend BetterUp
- Passives (7–8): Generally satisfied, but less likely to promote
- Detractors (0–6): Dissatisfied or disengaged members
How NPS is Calculated
NPS = % of Promoters – % of Detractors
- Passives are not included in the calculation
- The resulting score ranges from –100 to +100
- In the professional and leadership coaching space, a score of 30 or higher is generally considered strong.
NPS offers a quick snapshot of how members feel about their BetterUp experience. While it’s just one data point captured during a Reflection Point, it can help you monitor sentiment, spot trends, and support program storytelling.
Jump to: How Reflection Points work | Why Reflection Points Matter