Family feedback and the Google review ask

Why this exists

Most unhappy families do not complain; they simply leave, and you find out too late. As the centre owner or admin, you see how families feel in one place, with unhappy answers flagged for a follow-up while there is still time to help. Lesson ratings by tutor show where things are going well and where support is needed.

Families can tell your centre how things are going in three ways, and you see it all in one place.

• The check-in: once a term, parents are asked one question from 0 to 10, the main reason, and an optional sentence.
• Lesson ratings: parents can rate a lesson with stars, pick a reason and add a comment.
• A student's emoji: after a lesson a student can pick an emoji. Only the emoji is sent, never typed words.

Before you start

The page is People > Family feedback and needs admin.view. Settings need settings.edit. If you do not see it, it is not switched on for your centre yet.

Follow up

1. Open Family feedback.
2. Look at Needs a follow-up. A check-in score of 6 or below, and a 1 or 2 star lesson rating with a comment, land here. Aim to reply within a day.
3. Contact the family, then press Mark followed up.

If the family ticked that they would like a call, the card says Asked for a call.

Read the numbers

• Family score (NPS) runs from minus 100 to 100, with a chart by month.
• Why families gave their score groups the reasons for unhappy (0 to 6), in between (7 and 8) and happy (9 and 10).
• Lesson ratings by tutor shows each tutor's average and most mentioned reasons.

Who reads comments about a tutor

In the settings, choose Admins only (recommended), where tutors see their averages but never what a parent wrote, or let tutors read comments about their own lessons. Tutors never see who wrote a comment.

The Google review ask

1. In the settings, tick Ask families for a Google review and paste your Google review link (from your Google Business Profile).
2. Optionally choose to text as well. Texting needs Twilio connected under Integrations.

When a family's children reach their fifth attended lesson, the parents get one friendly email asking for a review. Every family that reaches five is asked the same way, whatever their score. It is sent once per family, ever, never to a student, and anyone who opted out of marketing is skipped. You can see who was asked from the page header.

Related

• Retention watch
• How are we doing? (for parents)