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) 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.
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) 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.
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:
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:
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.
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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