Each year, Opencast’s 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, delivering 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 – as well as deliver 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 their success. To help them deliver that success, we listen carefully to what they tell us.
That’s why, every six months, we ask our clients to tell us what they think, by completing a client satisfaction survey or interview, to help us better understand what they want, need and expect.
Our most recent ‘voice of client’ survey took place in November 2024. 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.
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 from -100 to +100.
We were encouraged by the response, which generated an NPS of +77. This score is higher than the +69 NPS average for the consulting sector.
The survey was completed by nearly six in 10 (56%) of those we asked, so we can be reasonably confident that the NPS result was a representation of our clients’ views.
Although we did see a slight fall in the response rate since our last survey, from 65%, we did send the survey to more of our clients this year, which extended its reach.
It’s important to us to know how easy our clients find us to work with. The survey gives us a ‘customer effort score’ (CES), using our own scoring approach to measure CES.
The latest survey generated encouraging results, with Opencast achieving a CES of 9.3.
After consultation with our partner at Gartner, we now measure both NPS and CES to give us better insight into how we can further improve client experience and add impact.
In our November survey, we posed a different question to gain individual perspectives, asking “What three words would you use to describe Opencast?” The most frequent responses are shown.
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 implemented several improvement initiatives from the feedback shared in our latest survey.
We’re adding new processes to add further value to our clients. We always want to know that we offer value for money from the investment that our clients make.
New initiatives that we hope will add value include:
Throughout 2025, 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 professional, friendly, open and supportive.
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