Let the journey begin!

19th Nov 2015

NCFE are committed to providing an excellent customer experience and rely on your feedback to let them know whether they're providing the right kinds of products and services.

Having already carried out a number of surveys and focus groups throughout the year, NCFE would like to go a step further and invite you to help them really understand your needs and expectations, by working with them to plot your ‘Customer Journey’ and identify key moments in your interactions and relationships with them.

The motivation for this work was responses to the 2015 NCFE Customer Engagement Survey, where some schools said they feel NCFE don’t understand them and their learners as well as they could.

NCFE would therefore love it if you could come along to a group session where they will explore:

• the interactions you have with NCFE – how and when you do things

• how working with NCFE makes you feel, your frustrations and what you value

• what’s important to you as a customer of NCFE and other Awarding Organisations

• how NCFE compares to other Awarding Organisations you work with

• the challenges you face day to day within your role

• what matters most to you and what your School/organisation needs most to succeed

They can then use this information to develop their Customer Journey Map from your perspective, and use this to start working on and improving the products and services that are most important to you!

The session will be interactive, involve lots of talking and visual representation of what you have to say, so it could also be a great opportunity for you to network and share best practices with like-minded colleagues within your sector.

The agenda for the day is below and includes refreshments:

09:30    Start and Introduction
09:45    Interactive Customer Journey Mapping session
10:45    Break
11:00    Interactive Customer Journey Mapping session (Cont)
12:00    Lunch and Networking
13:00    Recap on CJM and further discussion of key points (if needed)
13:45    Break
14:00    Focus group to explore school customers attitudes, needs and motivations
15:45    Thanks and close

NCFE are holding two 1 day workshops in the coming weeks:

• Thursday 19 November 2015 at their new offices on Quorum Business Park, Newcastle
• Wednesday 25 November 2015 in partnership with SSAT (The Schools Network) at their offices in London

For further information and to book please contact Shelley Pounder, Customer Insight Officer - (0191) 211 3806 or email shelleypounder@ncfe.org.uk

NCFE will cover reasonable travel costs for attendees, as long as receipts can be provided, and up to £250 for teaching staff supply cover.