Voice of client survey

Introduction

At Opencast, we care deeply about our clients’ outcomes, success and the positive impact they have. We work collaboratively to ensure our clients and their customers achieve the outcome required, delivering value and maximising return on investment.

Every six months, we ask our clients to complete a client satisfaction survey or interview, helping us better understand their expectations, wants and needs. Our most recent survey was conducted in June 2024. This survey included a net promoter score (NPS), which measures client satisfaction and loyalty.

Net Promoter Score (NPS)

Net promoter score (NPS) measures client satisfaction and loyalty.

We asked our clients: “Considering your experience, would you recommend using Opencast in the future?”, with their responses marked on a scale.

We used these responses to calculate our net promoter score of +79 NPS. This score significantly exceeds the tech sector average of +61 NPS.

Response rate

The survey received a 65% response rate, which is considered excellent.

Although we saw a slight decrease in the response rate since our last survey, previously at 75%, we issued the survey to more clients this year, extending the reach of our NPS. 

Customer Effort Score (CES)

Customer effort score (CES) is a customer experience metric that measures the ease with which customers or clients can use a product or service, resolve a support issue, or find the information they need.

Opencast achieved a customer effort score (CES) of 9.6, exceeding our previous score of 9.3.

After consultation with Gartner, we now measure both NPS and CES to give better insight into how we can add impact and improve client experience.

Written feedback

Clients were invited to share written feedback as part of the survey. They were asked the question “If Opencast were a person, how would you describe them?”

Here are some of their responses:

A trusted, supportive friend
The person in the room who knows everyone and what they can do for you
Friendly, approachable, collaborative worker with a passion for tech and innovation
Open, supportive and full of ideas
Intelligent, sharing, honest, best interests of people at heart

Acting on feedback

To be able to deliver the best service to our clients, we use the voice of client survey results alongside other feedback sources to plan and commit to changes that will have a positive impact on the client experience.

Evaluating our performance and using the feedback from our clients enables us to continue to prioritise their needs. We have implemented several improvement initiatives from the feedback shared in our latest survey, some of which are outlined below:

  • Built processes to capture and highlight the added value initiatives we continue to deliver in practical, diverse and creative ways that demonstrate the value for money we bring to our clients. Initiatives include the junior staff mentoring we provide to DfE, re-designing a knowledge sharing Lunch and Learn series across DWP Digital for an audience of 900, and developing an ‘Activities and Outputs’ framework for HMRC to help new UCD colleagues effectively onboard, and help other professions better understand the UCD process.
  • Improved our consultant readiness by implementing our refined skills matrices and further investing into our delivery management function to develop a robust mobilisation to client process.
  • Evaluated and updated our billing processes in direct response to feedback from the last survey, enabling a smoother client experience for billing.

This work plays a crucial part in our mission to deliver human-focused solutions to the challenges our clients face. Feedback enables us to push towards exceeding client expectations, not just meeting them, and supporting our clients to deliver the most impact for themselves and the people they serve.

Continuing to collaborate

Looking forward to the rest of the year and onto 2025, we will continue to work in close collaboration with our clients to make sure we’re driving continuous improvement of the experience through our client leadership team, delivery management office and our consultants.

We want to make sure that working with us is easy and straight forward, and that our clients continue to see us as “open”, “passionate”, “skilled” and as a “friend”, as part of our business growth objective and in line with our core value to do the right thing.

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