Thank you for completing our recent surveys. We wanted to share with you some of the most relevant findings from our survey of [A] clients currently using Zoom and [B] previous face-to-face clients i.e. those not currently using Zoom. The changes we intend to make as a result of your feedback can be found in the “SO WHAT” sections below.
A. CLIENTS CURRENTLY USING ZOOM
- Most families find doing Zoom sessions effective:
- 91% find zoom moderately, very, or extremely effective
- However, approximately 60% of families would like to return to face-to-face sessions once they are available. The most common reasons for this include:
- The student enjoyed the face-to-face interaction with their tutor
- The student can lose focus in a zoom session (especially if there are distractions in the household)
- The student benefited from using concrete materials (especially in maths)
- Families stated that travel time, geography and convenience were the main benefits from doing online sessions.
- What we can do to improve our service?
- The clear majority of clients are happy with our current service.
- Some clients are frustrated with Zoom logging them out at 40 minutes, as well as updates and glitches that occur occasionally.
- There appears to be a desire from some families for more communication from Cumberland regarding student content plans and progress.
- Also more communication with the student’s school was desired from some families.
SO WHAT???
As a result of these surveys we will be improving our service to you in the following ways:
- Cumberland Education will continue to offer online sessions to those who for reasons of travel time, geography and convenience wish to use this service
- We will continue with face-to-face learning when it is safe to do so in NSW.
- We are developing a kit for maths students, so they can have the concrete materials they need at home. This will help with the delivery of our individualised math sessions.
- We are trailing the subscription service for Zoom to increase the time limit from of 40 minutes, as well as to hopefully improve glitches that are sometimes experienced. This trial will be done without any changes to our fees at this time.
- We are developing tools that will help us communicate better with both families and schools.
B. CLIENTS NOT CURRENTLY USING ZOOM (PREVIOUS FACE-TO-FACE CLIENTS)
- Most families found doing face-to-face sessions effective:
- 95% found face to face sessions moderately, very, or extremely effective
- Respondents felt that face-to-face sessions were effective because Cumberland had a good understanding of the student’s strengths and weaknesses, and were well equipped to deal with behaviour issues, and the student had a good relationship with the tutors.
- 99% of respondents felt the tutors were moderately, very, or extremely effective.
- 98% of respondents felt Cumberland Education held moderate/high/ extreme value for money.
- Some reasons given for clients not doing Zoom sessions include:
- 56% didn’t think they would be as effective as face-to-face
- 36% felt the student wouldn’t enjoy online
- 20% child spends too much time on tech already
- Some clients also had the wrong impression that online sessions would resemble what the student undertook at school (e. packaged lessons versus a tutor doing a sessions in the same way they would in a face-to-face session – only virtually)
- 90% of respondents would like to return to sessions again, with 70% or returns being contingent on sessions being face-to-face.
- What we can do to improve our service?
- The clear majority of clients are happy with our current service.
- Some families requested more feedback to parents in particular regarding the planning, progress and assessment updates of students.
SO WHAT???
As a result of these surveys we will be improving our service to you in the following ways:
- Cumberland Education will help clients understand the effectiveness and value of online sessions.
- We also need to help clients understand what online sessions offer, and how they work.
- We are developing tools that will help us communicate better with both families and schools.
