Feedback Reports

After our initial round of customer research and online mid-term surveys we discovered that one of our customer’s main pain points was the quantity and quality of student feedback received.

Along with our parent interviews, 34% of our customers responded to our mid-term survey and told us if there was one thing they could change to make their experience better at Talent 100 it would be better quality student feedback more often.

 

Mid-Term Survey results clearly suggested student feedback was a major pain point with our customers

 

Prior to my arrival at Talent 100 (November 2016) student reports were prepared Termly (4 times a year) in inDesign (Adobe CS print software), then printed and posted to customers.

The cost and time taken to prepare, print, pack and post the reports was very high. A team of 4 would work full time over 2-3 weeks preparing and posting the reports.

 

Although there was a benefit to receive a printed document (a tangible item that is ‘received’) it was not providing parents with the benefit they were asking for – which was to receive more feedback, more often.

 

After launching our brand new learning management system (Canvas) the transition to an online – either flipped, blended or purely online model – would open up the potential of utilising the data that was being generated through homework, quizzes and attendance.

 

Canvas had it’s own reporting system – but it was basic and not suitable for customer facing use. With the help of a developer we were able to build API’s across a couple of Talent 100’s systems to display into a dynamically generated dashboard for individual students and their parents.

 

We were able to save over $25,000 on printing and labour costs while providing a real time dynamic reporting system for students and parents.

 

Student Dashboard

The new digital feedback dashboard was updated in real time and was connected with our LMS and SIS

As well as saving $25,000 a year we also received a small increase to our customer NPS as it jumped from 10% to 15%

NPS Survey Results

NPS is one of our key metrics for measuring customer satisfaction

Team: Huw Jones (UX/UI), Ashley Rankin (Project Manager), Simon Harrison (API/LTI developer)

Author

Huw Jones

Date & Time

November 13, 2017

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