FELT EXPERIENCE INDICATOR
Measuring the Experience of families, students, and employees in your school
FROM NPS TO 'FELT EXPERIENCE'
Behind all our efforts to intentionally design the experience of school, a single and critical question remained.
How can we measure the felt experience of students, parents, and employees in the schools that we work with?
Historically, schools have been used to working with an NPS score and generic satisfaction surveys. However, this data rarely helps when it comes to deepening an understanding of what it means to be part of a school community.
So, we began to imagine what such a tool might look like.
GETTING STARTED WITH FELT EXPERIENCE INDICATOR
The [YELLOW CAR] Felt Experience Indicator is a framework that we have developed to help schools think about measuring the experience of students, families, and employees in a new way.
Rooted in the idea that everyone is on a journey, this tool is designed to open up new conversations about the experience of school. It gives us insight into levels of Happiness, Connection, Belonging, Understanding, Confidence, and Gratitude at different stages of the journey.
We can also measure expectations, impressions, highs and lows, as well as the residual memory of an experience.
1. MEASURING THE EXPERIENCE
We will work with the school to develop a survey that measures the Felt Experience of students, parents, and/or employees in the school.
This survey will capture data from students, parents, and employees across different stages of the Lifecycle of School Experience, allowing us to draw wavelengths of the experience - for example, from Preschool to Grade 12, or based on the number of years someone has been at the school.
These wavelengths are then layered with qualitative data based on questions asked around the progression of the experience. What are the highs and lows? What will you remember? etc...
Coming together in an interactive dashboard for the school, this will allow a school to identify where it's doing well, and equally where the gaps are in the experience and where action is required.
2. DEEPDIVE INTO ARISING THEMES
Following the survey, we will facilitate at least 2 focus groups per identified stakeholder group (students, parents, and employees) on identified topics that will allow us to gather further insights and make recommendations.
These focus groups are most powerful when conducted in-person, but can equally take place virtually.
Within one month after the focus groups, we will provide the school with an in-depth Report on the Student, Parent and/or Employee Experience and will consider triangulated evidence.
3. CO-CREATING THE FUTURE EXPERIENCE
Having established a baseline of your school experience, we will embark upon a 1 day onsite design event, in collaboration with students, parents or employees across the school, in which we co-create new experiences that have a measurable impact on the overall experience of school.
Once an idea is approved and implemented, we can use the Felt Experience Indicator again to measure the impact of these initiatives on the overall Felt Experience of these stakeholder groups at the school.
THE FELT EXPERIENCE IN 2024
For the new school year, starting in August 2024, we are opening up the tool to be adopted by 20 schools across the world.
The list of currently participating schools includes:
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American International School of Bucharest
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Avenor College, Bucharest
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Fundación Colegio Americano de Quito
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Copenhagen International School
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Oaks Christian School, Los Angeles
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ISL London, UK
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ISL Qatar, Doha
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Wesley College, Perth
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British School of The Netherlands, The Hague
The report and dashboard are fascinating … I think you are onto something here. I find the information really relevant to our strategic planning work, and I also believe this may supplant the need to do the climate survey.
