The plan aims to streamline department operations and enhance feedback quality. By reducing average response time, support staff can address student queries more efficiently, improving overall student satisfaction. For instance, implementing automated responses for common questions can significantly impact this metric. Additionally, enhancing the Student Feedback Quality Score ensures mentors provide high-quality, actionable feedback, fostering a more engaging learning environment.
First Contact Resolution Rate measures the effectiveness of initial support interactions. Achieving a resolution in the first contact saves time and effort for both students and staff. Lastly, Mentor Availability and the Net Promoter Score (NPS) measure the mentors' effectiveness in supporting students and overall student satisfaction and loyalty, driving continuous improvement and engagement.
Top 5 metrics for Streamline Operations & Improve Feedback
1. Average Response Time
The average time it takes for support staff to respond to student queries
What good looks like for this metric: 24 hours or less
How to improve this metric:- Implement automated responses for common queries
- Provide additional training sessions for support staff
- Utilise CRM software to track response times
- Set goals for individual team members
- Analyse and optimise workflow processes
2. Student Feedback Quality Score
The average rating of feedback provided by mentors as rated by students
What good looks like for this metric: 4.5 out of 5
How to improve this metric:- Provide training on giving effective feedback
- Develop a standard feedback template
- Review and discuss feedback in team meetings
- Gather feedback from students on mentor performance
- Conduct regular mentor evaluations
3. First Contact Resolution Rate
Percentage of support queries resolved during the first interaction with support staff
What good looks like for this metric: 70% or higher
How to improve this metric:- Conduct root cause analysis on frequently unresolved topics
- Empower staff to make decisions without escalation
- Improve access to solution resources
- Develop a comprehensive FAQ section
- Increasing collaboration with mentors for complex issues
4. Mentor Availability
Measures the average time mentors are available to provide feedback during scheduled office hours
What good looks like for this metric: 85% of scheduled hours
How to improve this metric:- Optimise scheduling to align with student needs
- Provide incentives for maintaining high availability
- Introduce flexible working hours for mentors
- Utilise technology to aid remote mentoring sessions
- Increase cross-training for coverage
5. Net Promoter Score (NPS)
A measure of student loyalty and satisfaction based on their likelihood to recommend the training to others
What good looks like for this metric: 70 or above
How to improve this metric:- Regularly survey students for feedback
- Improve mentor-student engagement
- Enhance curriculum based on student feedback
- Ensure a seamless onboarding process
- Create a supportive community for student interaction
How to track Streamline Operations & Improve Feedback metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
