Voice of client survey

Introduction

At Opencast, we genuinely care 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 (ROI).

At the end of last year, we asked our clients to complete a satisfaction survey, helping us better understand their expectations, wants and needs. 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 and partners: "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 exceeds the tech sector industry average of +64 NPS.

NPS graphic

Response rate

The survey received a 75% response rate, which is considered ‘excellent’ against industry benchmarks.

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 9.3 Customer Effort Score (CES).

This exceeds industry standards average 7.0 CES.

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

Partner network score

Opencast achieved +83 NPS partner network score.

We value the entire eco-system of our partners - we work to bring the best of everyone together collaboratively to our clients.

Written feedback

Clients and partners were invited to share written feedback as part of the survey. They were asked the question "When do you work best with Opencast?".

Here are some of their responses:

Opencast look to understand the desired outcomes and the potential challenges to meeting expectations using a direct, collaborative approach with an emphasis on wellbeing and value-add.
We have open, honest and transparent conversations which have led to a trusted working relationship.
Always open and transparent.
Transparent, pragmatic, easy to work with.

Acting on feedback

To be able to deliver the best service to our clients and partners, 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 and partners enables us to continue to prioritise their needs. Some of our current areas of focus for improvement are outlined below:

  • Investing in our Key Account Teams to bring more experience, support and Opencast thought leadership to our biggest clients 
  • Increasing our presence on key frameworks to give clients more opportunity and routes to working with us.
  • Developing and sharing more thought leadership content and avenues, driving greater relevancy and value for clients 
  • Formalising our capabilities in data and investing in skills and development across the organisation to deliver better for our clients 
  • Tailoring the support for consultants working in partnership eco-systems, recognising different needs and opportunities to those working directly with our clients.
  • Sustainably improving our consultant capacity and readiness by holistically evaluating our skills and stepping up training and development plans for all consultants.

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, 2024 will be centred on close and ongoing collaboration with our clients to make sure we're driving continuous improvement of the experience through our client experience teams, newly formed 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", "honest", "trusted" and "experienced" as part of our business growth objectives and in line with our core value to do the right thing.

Sam Manson presents on stage.

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