“We were impressed by the professionalism and efficiency of Global Research. They designed a streamlined, parent-friendly feedback process that respected our community’s time, while giving parents the option to provide us with specific insights. We now have a clear benchmark for the future, and we look forward to working with Global Research again.”
Background and aims
As part of its commitment to continual improvement, Christchurch’s St Margaret’s College regularly engages with its parent community to discern levels of satisfaction and areas for further development. To streamline this process out of respect for the time constraints on busy families, the College engaged Global Research to create an efficient yet meaningful survey on the education St. Margaret’s College is providing to students, as perceived by their parents.
Our role
Offered free rein on a recommended survey design, Global Research was able to showcase our passion for data and ability to clarify key priorities by developing a Net Promoter Score (NPS) survey for the College to distribute to parents. Applying the NPS approach, the survey asked parents how likely they would be to recommend the school to a friend or colleague and offered respondents the opportunity to expand on their answer through written commentary.
Design and method
The bespoke NPS survey enabled us to capture and quantify levels of satisfaction and loyalty. NPS surveys are an effective market research tool that allow responses to be grouped as one of three types (Promotors, Passives, or Detractors) via a single rating question. Analysed alongside parents’ written comments, this engagement granted the school a source of understanding of how the College is perceived by its parent community.
Result
St Margaret’s was provided with a report which included its Net Promotor Score—a single number used to describe overall levels of satisfaction. This score can now be used as a benchmark against which to measure future satisfaction levels. Additionally, parents’ comments were provided verbatim, allowing the school to note and address recurring themes, celebrate positive feedback, and respond constructively to areas identified for enhancement.
Outcome
The client received an important snapshot of parents’ appraisal of the College, and was bolstered by the knowledge that promotors constituted by far the largest contingent of respondents, providing the assurance that parents value the balanced education the College provides.