Who we are

What we do

Who we work with

What we think

Join our team

What our clients tell us

Clients expect value and great results

Each year, our clients in government and business embark on new digital projects that they hope will improve the quality of the services they offer to their customers and deliver positive impact. They also want to make it easier for their own people to do their work effectively.

They commit time and resources to these projects and rightly want to secure the best return on their investment in them – while also delivering the results they set out to achieve.

Opencast also cares deeply about these things. That’s why we work closely with our clients to ensure that they achieve the outcomes and the impact that define success. To help them deliver that success, we listen carefully to what they tell us.

Our ‘Voice of Client’ survey

Every 12 months, we ask our clients to tell us what they think by completing a client satisfaction survey or taking part in an interview. Alongside this, we are introducing additional listening posts to capture ongoing feedback and better understand what our clients want, need and expect.

Our most recent Voice of Client survey took place in June 2025. As with earlier versions, this latest survey measured client satisfaction with our work and loyalty to us in the form of a net promoter score, or NPS.

Net Promoter Score (NPS)

We asked our clients in a direct question: “Considering your experience, would you recommend using Opencast in the future?”, with responses marked on a scale of zero to 100.

We were encouraged by the response, which generated an NPS of +74. This score is higher than the +69 NPS which is the average for the consultancy sector. 

Data set showing NPS score Opencast sitting a +74 compared to +69 for sector average
Icon of two people conversing with '58% response rate' underneath

The response rate was good

Because the survey was completed by 58% (an increase of 4%) of those we asked, we can be confident that the NPS result was a fair representation of our clients’ views.

We saw an increase in response rate compared with our previous survey and a 21% increase in the number of respondents, rising from 58 to 70. This indicates improved engagement alongside broader survey reach.

Customer Effort Score (CES)

It’s important to us to know how easy our clients and their customers find it to use a product or service, resolve a support issue, or find the information they need. The survey gives us a ‘customer effort score’ (CES), using our own scoring approach to measure CES.

On this aspect too, the latest survey generated encouraging results. Opencast achieved a CES of 9.1 - a slight reduction on our previous CES of 9.3.

We are exploring alignment to the industry-standard 7-point CES scale for the 2026 survey to support external benchmarking.

Ease-of-engagement score showing Opencast rated 9.1 out of 10 on a scale from “not easy at all” to “extremely easy.”

Written feedback

We also wanted to get people’s individual perspectives, so we invited people working on our client teams to share their own written feedback. In June 2025 we asked them another direct question: “What three words would you use to describe Opencast?”.

Acting on feedback

To deliver the best service to our clients, we use our Voice of Client survey results alongside other forms of feedback, to plan and commit to changes that will further improve the experience of our clients.

Evaluating our performance by using our client feedback helps us continue to prioritise their needs above all. On the back of the survey, we’ve made several improvements in response to the feedback shared in our latest survey.

Ways we’re working to improve

We’ve introduced new processes to better capture and demonstrate the impact of our work adds. We want to deliver that impact in practical, varied and effective ways, while continuing to offer value for money for our clients.

New initiatives that we hope will add value include:

  • Established a Delivery Management Office and clear mobilisation/onboarding processes to set people up for success from day one.

  • Worked more closely with partners to support a more seamless and integrated onboarding process.

  • Developed more effective partnership ways of working, proactively sharing consultant names and profiles rather than reacting to demand signals.

  • Improved invoicing for HMRC, MoJ and DWP by simplifying review and sign-off, improving accuracy and timeliness, and supporting joined-up billing.

  • Introduced regular check-ins and a more consistent cadence with commercial leads across different areas, supported by the right specialists where needed.

We have also delivered social impact initiatives with our clients including DWP, MoJ and DfE. This includes:

  • Aligning and leveraging opportunities to deliver greater social value with clients through collaborative initiatives that support access and inclusive employment.

  • Investing in community initiatives via pro bono programmes, contributing to social value by supporting community cohesion and health.

  • Continuing to enhance and scale our distinctive social impact approach, consistently delivering 100% of our social value commitments to all central government clients.

All this work plays a crucial part in our mission to deliver human-focused solutions to the challenges our clients face. Feedback plays a vital role in helping us not just meet but exceed client expectations and support our clients to deliver the greatest possible impact for themselves and the people they serve.

Photo of an Opencast team member presenting in front of a white board and screen

We’ll continue to collaborate

We’ll continue to work closely with our clients to make sure we’re driving continuous improvement in our own work and the experience of the people using our clients’ services.

We want to make sure that working with us is easy and straightforward, and that our clients continue to see us as open, passionate, skilled and as a trusted partner!

What we do

Architecture

Data

Engineering

User-centred design

Product delivery

Legal

Terms and conditions

Privacy policy

Modern slavery statement

Cookie Policy

Company

Careers

Contact

Get in touch

© Opencast 2026

Registered in England and Wales

What we do

Architecture

Data

Engineering

User-centred design

Product delivery

Legal

Terms and conditions

Privacy policy

Modern slavery statement

Cookie Policy

Company

Careers

Contact

Get in touch

© Opencast 2026

Registered in England and Wales

What we do

Architecture

Data

Engineering

User-centred design

Product delivery

Legal

Terms and conditions

Privacy policy

Modern slavery statement

Cookie Policy

Company

Careers

Contact

Get in touch

© Opencast 2026

Registered in England and Wales