CUSTOMER EXPERIENCE with INTENTIONALITY
in Abilene ISD

School Choice ended the monopoly of local school districts on K-12 education. Research into why parents choose one district over another has led schools to prioritize Customer Experience. Research has also shown that how employees are treated when they seek customer service from their school and district has a significant impact on their morale and the longevity of their careers in a school district.

How well a district delivers on Customer Experience every day is at the heart of its perceived brand, culture and climate, and the leadership team’s readiness to address critical issues–like student safety and other unforeseen events which force them into a reactive mode.

Customer service is not a new activity for school districts. However, doing this work with intentionality often reveals gaps in existing practices. Districts need an end-to-end design of the Customer Experience, professional development of staff, and a dashboard of key indicators for continuous improvement.

K12 Insight has been a leader in Customer Experience for K-12 schools, and we’re pleased to share some of our findings with Abilene ISD administration and board.