Thank you to all parents who recently completed our Cire Children’s Services parent survey, where we asked for feedback regarding participant families’ experience using our early learning services.
The feedback has been incredibly insightful and will inform our customer experience strategy at Cire Services.
The survey signifies the launch of our customer experience program and will be administered after each term. We were encouraged by the level of engagement with 30% of parents responding and hope to build on that number by demonstrating our commitment to listening to our families.
What We Measured
In the survey we asked parents how likely they were, on a scale of 1-10, to refer their centre to a friend or colleague. The results were used to calculate a Net Promoter Score (NPS) for each centre based on the percentage of parents who fell into one of three categories:
- Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic about the service.
- Passives respond with a score of 7 or 8. They are satisfied with the service but not happy enough to be considered promoters.
- Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to recommend the service to others.
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Additionally, we measured how satisfied parents were for the following experience drivers:
- Variety of learning
- Quality of learning
- Visibility of learning
- Presentation of facilities
We also asked how happy and comfortable the children have been with attending our service this term and if there was anything parents would like to share about their experience.
The NPS across all our services was 46.6, with our top-performing centre scoring 72. An NPS between 30 – 70 is considered great and anything above 70 is excellent and performing well above industry comparisons. The score we have received in this survey will provide us with a benchmark for our customer experience strategy.
We were delighted to see that for most experience drivers, over 80% of parents were satisfied with our services in Term 2.
And over 80% of the children were happy to attend and were comfortable with our team.
Furthermore, our educators received 5-star ratings from over half of the parents, which is a testament to their dedication to providing positive learning experiences to the children.
In our commitment to providing positive experiences, parent comments and satisfaction scores have helped us highlight areas of improvement:
- Increase the visibility of learning across all our services.
- Improve communication practices in services with lower-than-average scores.
- Improve on all experience drivers for Vacation Care and Outside Hours School Care.
- Staff consistency and retention.
A variety of strategies are being planned or are already in place for addressing the areas of concern from parent feedback. Already completed is the Chirnside Park playground upgrade much to the enjoyment of children in kinder and occasional care.
Further, about 70 staff are to be trained in Reggio Emilia early learning practices – a student-centred approach that uses self-directed, experiential learning in relationship-driven environments. The major principles which underpin the approach are an emergent curriculum, in-depth projects, representational development, and collaboration. The adoption of this approach will enhance the visibility of learning and communication between educators and parents.
As the launch of this survey forms part of our organisation-wide customer experience program. The feedback will be input into user dashboards for our services to access and inform how they design experiences. The experience management platform provides our teams with insights into what we are doing well, opportunities for improvements and what experiences are important to our families.
We are very grateful for the level of participation in the parent survey and for the positive feedback our educators and staff have received. Early learning is an incredibly important element of child development and something our entire team is passionate about.
Your feedback helps to ensure that we design positive experiences for your family and continue to provide great learning experiences for the children.