SparkLearn Client Delight Index (CDI)

We take pride in exceeding client expectations and value honest feedback from our customers. We’ve created this evaluation index with you and your organization in mind.

What is Client Delight?

The CDI is, in a sense, a choose-your-own-adventure. Customers outline their expectations of our SparkLearn team – service, support, innovation, communications or other criteria you get to specify – which we use to measure the work we are doing and our performance over time.

Your account representative will discuss your CDI bi-annually to evaluate how closely we meet those expectations. We value metrics and customer feedback and hope you see the CDI as a valuable tool you control to get the best out of the SparkLearn team.

Providing Client Delight Feedback

We ask that customers choose at least 5 but no more than 8 measurement items signifying the goals of their relationship with the SparkLearn team. Rating your satisfaction with our performance for each item on a scale of 1 to 5  informs how we work with you, focusing our efforts to best serve you, and provide clear, measurable Key Performance Issues (KPIs) to execute against.

If you do not see a relevant KPI in any section, we have provided several spaces for your additions. We also welcome annotations. If you’d like to give context or scope to your replies, please do so. 

Client Delight Discussions

Our SparkLearn customer success team discusses this document with customers at the initial Client Delight meeting, of which there will be 2 annually. The KPI’s you select will also be referenced in the Quarterly Business Review (QBR) meetings you will have with your account representative. We encourage you to use this document at any point in our engagement outside of the set review times to ensure SparkLearn corrects any missed expectations. These metrics will help ensure your experience with SparkLearn and the SparkLearn team is successful.

Expectation Rating Scale and Example

1 Improvement Needed   2 Average   3 Meets   4 Excellent   5 Surpasses 

Example:

5

Innovation – SparkLearn brings cutting edge ideas to our partnership; clearly outlining the use cases for our specific application of the SparkLearn platform

5 Insights – SparkLearn provides pertinent observations in relation to digital learning innovations within our ecosystem as well as from the outside industry
3 Collaboration – The SparkLearn team listens closely to our design needs and constraints; guiding discussion with questions and fully advising us on options and best practices to prevent issues down the line
3 Conflict – Potential conflicts are always raised proactively, professionally, and surface actionable outcomes
4 Pedagogy/Andragogy – SparkLearn’s design is both unique and attuned to our specific needs in learning technology

Client Delight Areas & Measurements

Thought Leadership

 

Innovation – SparkLearn brings cutting edge ideas to our partnership; clearly outlining the use cases for our specific application of the SparkLearn platform

  Insights – SparkLearn provides pertinent observations in relation to digital learning innovations within our ecosystem as well as from the outside industry
 

Rigor – SparkLearn brings intellectual rigor and appropriate research to our products

   
   

Design & Development

 

Collaboration – The SparkLearn team listens closely to our design needs and constraints; guiding discussion with questions and fully advising us on options and best practices to prevent issues down the line

 

Ideas – The SparkLearn team brings different perspectives to the design process to allow for prototyping of alternate approaches

 

Pedagogy/Andragogy – SparkLearn’s design is both unique and attuned to our specific needs in learning technology

   
   

Delivery & Facilitation

 

Facilitation – SparkLearn’s delivery is high-quality and brings value to each component of the program

 

Interaction – Interactions with the SparkLearn team are productive, pleasant, and encouraging

 

Documentation – SparkLearn provides features and updates in understandable documents that can be directly shared as our organization sees fit

 

Consistency – SparkLearn launches projects to plan, on time and with full due diligence to ensure our organization’s success

   
   

Project Management Leadership

 

Tracking – The SparkLearn team consistently spells out the overall plan for the project and asks for input at key checkpoints

 

Accountability – The SparkLearn team takes accountability for mistakes or missed due dates taking immediate action

 

Energy – The SparkLearn team creates a dynamic and energetic environment throughout the design, development, and delivery of the project

 

Measurement – Progress and key performance indicators are communicated and measurable

 

Conflict – Potential conflicts are always raised proactively

  Humor – The SparkLearn team works with lightness, ease, and sense of humor that makes collaboration enjoyable
 

Responsiveness – Response time is excellent

 

Dedication – The SparkLearn team works hard to ensure that all moving parts of the project are covered with attention to detail

   
   

Communications

 

Cohesion – The SparkLearn team relays information in a consistent and open manner communicating appropriately to every constituency

 

Clarity – The SparkLearn team communicates in a way that is clear and easily understood

   
   

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