Indicator 2 — Publishing performance indicators
You must publish performance indicators suited to the nature of your services and audiences: satisfaction rate, pass rate, exam presentation rate or any other relevant figure. These numbers must be dated, sourced and kept up to date.
Applies to: OF · CFA · VAE · CBC
Indicator 2 complements indicator 1: after the descriptive information about your services, the national quality framework asks you to make measured results public, so that future beneficiaries can compare and choose with full knowledge. Good news for founders: this indicator benefits from a "new entrant" accommodation in the official reading guide.
What the auditor actually checks on the day
The auditor looks for three things: relevant, published and reliable indicators.
- Relevant: your chosen figures must match the nature of your services. A provider of non-certifying courses will typically show a satisfaction rate and a recommendation rate; a provider preparing candidates for a certification adds the pass rate and the exam presentation rate; a skills-assessment provider tracks satisfaction and the completion rate of 6-month follow-up interviews.
- Published: the indicators must be visible to your audiences — usually on the website, catalogue or programme sheets, alongside the indicator 1 information.
- Reliable: the auditor traces figures back to source. They ask how a rate is calculated, over what period, on what population. They may open your satisfaction-survey spreadsheet and check that the advertised 94% matches the raw data.
Freshness is checked too: three-year-old rates with no update constitute a finding.
Achieving compliance, step by step
- Choose 2 to 4 indicators suited to your activity: overall satisfaction, certification pass rate, drop-out rate, survey response rate, average score.
- Write down the calculation rule for each: reference period, population counted, formula. This documented rule makes the difference in an audit.
- Equip the collection: a systematic end-of-course satisfaction questionnaire (online form), a session tracking table, an exam results register.
- Publish the results with three mentions: value, period and population ("96% satisfaction — 42 respondents — 2025").
- Plan the updates: at least annual, and traced in your continuous improvement plan.
The new-entrant case
If you take your initial audit before delivering any service, you obviously cannot display results. The reading guide provides that the auditor then assesses the planned system: which indicators you intend to track, with which collection tools, under which calculation rule. Prepare your questionnaires, your tracking table and a note describing your target indicators. Publish a transparent statement such as "organisation founded in 2026 — first performance figures published after the first sessions". At the surveillance audit, around 18 months later, the auditor checks that real figures are now online: that is when the accommodation ends.
Field advice
Resist the flattering but unverifiable figure: an unsupported rate is more dangerous than a modest, documented one. Keep the raw data (survey responses, results records) for the whole certification cycle. Finally, connect this indicator to indicator 30 (collecting feedback) and indicator 32 (continuous improvement): the same questionnaires feed all three, which considerably simplifies your quality system.
The evidence the auditor expects
- P.1Website page or catalogue displaying dated, sourced performance indicators
- P.2Spreadsheet or tool compiling satisfaction questionnaires with raw data
- P.3Written calculation rule for each indicator (period, population, formula)
- P.4The hot and cold satisfaction questionnaires used for collection
- P.5Certification or exam results records for certifying courses
- P.6For a new entrant: a note describing the planned indicators and ready-to-use collection tools
Common mistakes in audits
- Displaying rates with no date, reference period or population — therefore unverifiable
- Publishing a satisfaction rate inconsistent with the raw questionnaire data
- Choosing indicators unsuited to the service (a pass rate for a non-certifying course)
- Failing to refresh the figures from one year to the next
- A new entrant copying fictitious indicators instead of owning the absence of data
- Confusing performance figures (indicator 2) with descriptive information (indicator 1)
FAQ — indicator 2
+Which performance indicators should a brand-new provider display?
A new entrant has no results yet — the reading guide accepts this. Show the auditor the planned system (satisfaction questionnaires, tracking table, calculation rule) and publish your first figures as soon as the first sessions are delivered. Publication is checked at the surveillance audit.
+Is a satisfaction rate enough to pass indicator 2?
For short non-certifying courses, a satisfaction rate plus one other figure (recommendation, attendance, trainees per year) is generally sufficient. For a certifying course, you must add the pass rate and, ideally, the exam presentation rate.
+How often must Qualiopi performance figures be updated?
The framework sets no numeric frequency, but the auditor expects current data. An annual update is standard practice; always state the reference period next to the published figure to prove it.
+Is a gap on indicator 2 major or minor?
The reading guide classes indicator 2 findings as minor non-conformities. They do not block certification, but you must submit corrective actions, verified at the latest during the surveillance audit. Do not neglect them: several minors add up.