Customer Service
You Said, We Did
| You said | We did |
| Parents' evenings via phone did not provide sufficient interaction |
Signed up for Parents Booking Online to allow for remote meetings via video |
| You wanted more opportunities to visit school before applying for school places |
We put on two extra open mornings to allow more parents and children to visit |
| You wanted student access to a range of activities | Student intranet was reviewed and revised with extra section eg careers portal |
| You wanted greater knowledge of your child's engagement with remote learning | We produced weekly assignment monitoring reports for every child |
December 2021
Customer Visitor Questionnaires
We are always looking to improve our service at Carlton le Willows Academy. To help us do this, we routinely ask visitors to rate their customer experience by completing a questionnaire following their visit.
A new digital sign-in system for visitors enables us to capture even more feedback.
Between January and March 2020, 373 visitors completed our survey and the results were analysed against our Customer Service Promise for timeliness and quality of service.
Key findings:
100% of visitors felt they received a courteous and helpful service.
99% also said that the reception area was warm and welcoming.
98% (just 6 out of 373) said they were greeted within 2 minutes of their arrival.
Some of the comments from our visitors included:
“Lovely and welcoming.”
“Excellent as ever.”
“Extremely friendly staff."
We will continue to ask our visitors to complete the questionnaires, monitor our service and publish our results.
Parent survey results 2021
PARENTAL SURVEYS completed in October 2021
387 parental questionnaires were completed. Key findings relating to timeliness and quality of customer service:
- 82% of parents agree their child is progressing well academically
- 81% agree their child enjoys their school experience
- 89% agree their child feels safe in school
- 95% say information produced by school is useful
Feedback questionnaire - Year 7, 10 & 12 Settling In Tutor Evening 2022
PARENTS’ evenings for Year 7, 10 and 12 were held on 29 September 2022 to allow parents chance to meet their child’s tutor as part of a settling in evening.
Parents made appointments using the Academy’s My Child At School app and feedback forms were available as part of the Academy’s on-going bid to further improve its service to parents, carers and students.
Of 40 questionnaires completed, 100% of parents said the environment was welcoming, friendly and help was readily available. In total 98% of parents agreed that the online appointment booking system was easy to use and that waiting times had been acceptable.
Out of 40 respondents 37 said they now have a better understanding of how their child is settling in to the year at school, one disagreed and two had no view.
Additional comments from the night:
- A lovely school
- Everything very good
- Can we go back online
- Teacher seems a lovely man, quietly spoken and calm, which I feel will help my child.
- Teacher was very supportive and addressed concern effectively. Many thanks
- Very easy to find
- Didn’t expect such big queues.
- Car parking is always a problem
All feedback and recommendations will be evaluated to ensure we continue to provide a high quality service to our young people and their families.
Parents' Evening Questionnaire - Year 11 Parents' Evening 2022
PARENTS’ evenings for Year 11 were held on 15 December 2022 to allow parents chance to meet teachers and find out about their child’s progress.
Parents made appointments using the Academy’s My Child At School app and feedback forms were available as part of the Academy’s on-going bid to further improve its service to parents, carers and students.
Of 45 questionnaires completed, 100% of parents said they now have a better understanding of how their child is doing at school. In total 93% of parents were able to make appointments with all their teachers, found the online booking system easy to use and said the environment was welcoming, friendly and help was readily available.
Out of 45 respondents 5 felt that waiting times were not acceptable.
Additional comments from the night:
- Thank you. It’s good to be back at an in-person parents’ evening
- Useful having careers adviser on hand
- It was great to be back in school and speak to tutors face to face
- Felt really well organised this year and less busy. Just couldn’t seem to access the online system once at school
- Online appointments are far easier, less hassle and more focused
- The timings don’t allow for time needed to get to appointments. Booking system tricky trying to co-ordinate but got there in the end
All feedback and recommendations will be evaluated to ensure we continue to provide a high quality service to our young people and their families.
Reception Standards Monitoring Activity
Reception Standards Monitoring Activity 2021
West reception was monitored against our published standards for timeliness and quality of customer service in December 2021.
Overall the reception of seven visitors was observed and 6 calls from customers.
Key findings were that all visitors were greeted within two minutes of their arrival at the Academy in a courteous and friendly manner. All calls monitored were answered within four rings, in line with our Customer Service Promise.
The observations also show the diverse range of enquiries dealt with by the receptionist, often simultaneously, and highlight the courteous, quick, efficient and professional service offered.
We will continue to monitor our service levels and publish results.