Customer Satisfaction

Have you heard the song keep the customer satisfied by Simon and Garfunkel?

 

I'm not sure what it's about but it does go on about being slandered etc.

 

I know that does not sound like a good song but I like it

 

Anyway how do we have any idea about customer satisfaction?

 

We are in the middle of a review boon on the internet

 

If you go to a restaurant you can leave a review to express your satisfaction or lack of

 

I know someone who runs a little restaurant and he says he can’t look at the reviews because for all the great ones posted he will concentrate on the one not-so-good one, and we are aware that you can’t possibly please everyone.

 

So for us in the training sector how do we know our customers are satisfied.

 

I have often spoken about the lack of clarity in written surveys, I know I am always left frustrated by feedback that asks me to rate something from 1 - to 5. I am known to shout at the laptop saying “ the question is too simple” 

 

Before we look at what questions we want to ask our customers, we need to know what we want to  do with the answers

 

For example, do we want to know if a specific process in the apprenticeship is meeting the needs of the customer, in our case, learner?

 

It could be questions such as. Does our induction programme manage the expectations of our learners both from a content and career perspective?

 

It could also be about the pre-signing process, the career pathway and the importance of the apprenticeship in this career path understood by the learner?

 

None of these questions can be answered by a scale or even a scale and a comment

 

To really understand your customers' or learners' satisfaction you need to objectively question your learners.

 

As long as your questions are asked objectively you then have information that you can analyse and start to plan to strengthen your strengths and make the improvements necessary

 

This can form part of your inspection plan so that you can show Ofsted inspectors that you understand how your training provision impacts your learners and how you are making improvements that will improve that impact.

 

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