Listening to the Voice of the customer (VOC) at an award winning Charter school

The Charter School of San Diego (CSSD), a US Charter School and winner of the 2015 Baldrige National Quality Award, listened to, interacted with, and observed students and other customers to obtain actionable information via multiple listening approaches. For all student and market segments CSSD’s key listening methods included specific and strategic stages of the Pathways Personalized Education Plan (PPEP) process. Students were surveyed throughout their length of enrolment to help teachers ...

BPIR Categories

1.1.7 Review customer listening & learning methods
1.3.1 Build customer relationships