Intentionality and Focus on
Customer Experience
in the Kentucky Department of Education

Schools have been measured primarily by test scores, graduation rates, attendance, and discipline. For some time, educational leaders and policy-makers have been in pursuit of a more balanced and fair way to measure the complex and high-impact work of caring and nurturing that goes on in every school. Every state’s effort to incorporate culture and climate surveys as part of school ratings is a testament to this earnest struggle.

The advent of school choice and the shift in how stakeholders now communicate has led us to identifying customer experience as a key indicator of the caring and nurturing in schools. It is a more real-time and direct measure of what an annual survey aspires to capture and provides more actionable insight in the areas of employee morale, equity, student safety, and operational effectiveness. K12 Insight, in partnership with National School Public Relations Association (NSPRA) and National School Boards Association (NSBA), just concluded the first State of K-12 Customer Experience study with salient findings that should be of interest to every state department of education. Below you’ll find the full report and additional assets that speak to the significance and urgency behind improving the school customer experience in your state. 

Thanks,
Gerald

Press release: First-ever national customer experience study

K-12 Leaders believe customer service is key to establishing trust, even though schools lack vital training and resources to meet community needs. 

The 2019 State of K-12 Customer Experience report

See the full findings from our 2019 State of K-12 Customer Experience report—the first national study of its kind—which defines the link between effective community engagement and school success. 

How states can lead on K-12 customer experience

State Departments of Education can play an important leadership role in making K-12 customer experience a priority in schools.

Presentation: Redefining the K-12 customer experience

Get key findings from the State of K-12 Customer Experience Report along with practical strategies for improving the school customer experience. 

TURN EVERYDAY SCHOOL INTERACTIONS INTO EXCEPTIONAL EXPERIENCES

If you have any questions, feel free to reach out using the information below.

Dr. Gerald Dawkins 
Sr. VP of Superintendent
and District Relations
K12 Insight
703 | 542 | 9557
gdawkins@k12insight.com

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(703) 542-9600

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Visit Us

2291 Wood Oak Drive

Suite 300

Herndon, VA 20171

Contact us

(703) 542-9600

www.k12insight.com

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