In challenging times, it is reassuring to know that KKTC continues to deliver results.
Measuring customer satisfaction (or in this case student satisfaction) is relatively easy in today’s customer centric world. Most companies turn to Net Promoter Score (NPS) – a management tool that can be used to gauge the loyalty of customer relationships.
Originating in the early 2000’s NPS has been widely adopted with more than two thirds of global Fortune 1000 companies using the metric.
The one question survey many reading this would be familiar with.
It asks, “How likely are you to recommend our service on a scale from 0 to 10 to a friend, relative or colleague?”
The survey conducted by Kool Kids Training College had a 15% response rate from the sample of students – which is above standard for survey responses and the results were impressive.
Of the 31 responses:
- 27 said 10/10
- 2 said 9/10
- 2 said 7/10
This represents a score of 94 and with an industry (best) in the low 70’s college manager Sam Hendry said they were ‘blown away’ with the number.
“The importance of this number is basically if you have satisfied customers (students in our case) they tell others about the experience. That grows our cohort organically. And that is the best form of marketing – word of mouth.”
“Since the college started training in 2013 in the Early Childhood Education and Care sector, we have maintained a lazer sharp focus on the needs of our students. If you remain 100% committed to their needs and aim to continually improve in all aspects of training, then the results will follow. In this case the result is an awesome NPS score.”