A global apparel retailer rolled out ELSA Business to 61 employees in Vietnam, and average EPS across its two batches rose from 65 to 74.
The programme review covers about six months, from February 2026 to July 2026. Batch 1 (52 learners) started in February 2026 and Batch 2 (9 learners) in May 2026. Every learner activated ELSA.
The retailer is a global omni-channel business selling apparel, accessories and personal care products across a portfolio of well-known brands, with offices in Ho Chi Minh City and Hanoi.
The retailer and ELSA Business at a glance
| Item | Detail |
|---|---|
| Customer | A global apparel retailer (anonymised at the customer’s request) |
| Industry | Retail: apparel, accessories and personal care |
| Location | Ho Chi Minh City and Hanoi, Vietnam |
| Teams | Multiple regional and functional teams |
| Learners | 61, in two batches of 52 and 9 |
| Product | ELSA Business |
| How progress was measured | ELSA Proficiency Score (EPS), with CEFR levels mapped from EPS ranges, and a learner survey |
Why did the retailer's Vietnam teams need stronger spoken English?
The retailer's employees rely on English for international calls, cross-team meetings and day-to-day collaboration with colleagues.
Employees needed more proficiency and confidence in these workplace situations. Starting levels varied across teams, which made a single classroom programme impractical.
How did the retailer roll out ELSA Business across its teams?
Each employee followed a personalised learning path, tracked against the ELSA Pentagon: pronunciation, intonation, fluency, grammar and vocabulary.
Progress was tracked with the ELSA Proficiency Score (EPS), which measures English proficiency based on speaking performance across those five areas. The programme review maps EPS to CEFR: 50 to 63 is B1, 63 to 77 is B2, and 77 to 87 is C1.
Did the retailer's employees actually use ELSA?
Yes. Every learner activated ELSA, and learners practised about 1 hour 23 minutes a week, averaged across the two batches.
- Batch 1: 1 hour 39 minutes of practice per learner per week.
- Batch 2: 1 hour 7 minutes of practice per learner per week.
- Benchmark: ELSA's benchmark is 30 minutes a week.
How was the retailer's English progress measured, and what changed?
Averaged across the two batches, EPS rose from 65 to 74, reaching Upper Intermediate (B2).
Batch 1 rose from 67 to 74, and Batch 2 from 63 to 74. Averaged across the two batches, 63% of learners moved up at least one CEFR level: 48% in Batch 1 (25 of 52) and 78% in Batch 2 (7 of 9). The Intermediate group fell from 18 learners to 4, and the Advanced group, including Mastery, grew from 6 to 21.
| Measure | Start | End | Change |
|---|---|---|---|
| EPS, Batch 1 (52 learners) | 67 | 74 | +7 points |
| EPS, Batch 2 (9 learners) | 63 | 74 | +11 points |
| Learners at Intermediate | 18 | 4 | −14 learners |
| Learners at Advanced or above | 6 | 21 | +15 learners |
Source: Programme review for the retailer and ELSA, 2026.
Which speaking skills improved most at the retailer?
Intonation improved most, rising 19 points from 60% to 79%. Pronunciation rose 15 points, from 59% to 74%.
| Skill | Start | End | Change |
|---|---|---|---|
| Intonation | 60% | 79% | +19 points |
| Pronunciation | 59% | 74% | +15 points |
In the Batch 1 survey, 29 of 32 invited learners responded. The share who felt highly confident speaking English at work rose from 45% to 83%, and every respondent reported improved communication.
Source: Programme review for the retailer and ELSA, 2026.
What does the retailer say about ELSA?
"Through ELSA, our employees have improved their English communication skills in a flexible and engaging way. The personalized learning experience has supported both individual growth and stronger collaboration across teams."
Director, HR Business Partner
Frequently asked questions
What English training did the retailer use in Vietnam?
The retailer used ELSA Business for 61 employees across its Ho Chi Minh City and Hanoi offices. Each employee followed a personalised learning path tracked against the ELSA Pentagon. The programme ran in two batches, starting in February 2026 and May 2026.
How long does the retailer's programme review cover?
The review covers about six months, from February 2026 to July 2026. Batch 1, with 52 learners, started in February 2026. Batch 2, with 9 learners, started in May 2026. Both batches reached an average EPS of 74 by the end of the review.
How many of the retailer's learners moved up a CEFR level?
In Batch 1, 25 of 52 learners (48%) moved up at least one CEFR level. In Batch 2, 7 of 9 learners (78%) did. The average of the two batches is 63%. The Intermediate group fell from 18 learners to 4.
What is the ELSA Proficiency Score?
The ELSA Proficiency Score (EPS) measures English proficiency based on speaking performance. It covers pronunciation, intonation, fluency, grammar and vocabulary. At the retailer, EPS rose from 67 to 74 in Batch 1 and from 63 to 74 in Batch 2.
Did the retailer's employees feel more confident speaking English?
Yes, according to the Batch 1 survey, which 29 of 32 invited learners answered. The share who felt highly confident speaking English at work rose from 45% to 83%. Every respondent reported improved communication in meetings, calls and daily work. These results are self-reported.
