Measuring Success

Measuring the success of these strategies involves gauging how supported clients feel at two key moments, as accessibility is the goal.

A new metric, a modified version of the CSAT, should be introduced and measured at various points across the customer journey.

Suggested points:

Before the first video call, after onboarding. Mid-way through the program (6 weeks in)

Modified CSAT rating for use after onboarding and midway through program

1.Please rate on a scale of 1-5 how supported and safe you feel coming into the group program?

2. Please explain why you chose that rating.

Measuring Success: end of program

NPS score

At the end of the group program we suggest measuring the success of the strategies by doing an NPS score.

Aiming for a score of 40 and above in first round, 50 and above in second round of coaching after all changes fully implemented and running smoothly.

Group diversity

We also suggest looking at the group make up in future rounds, to measure how safe people from diverse backgrounds feel to recommend the program to their peers.

Goal: increase the number of group members identifying as coming from a traditionally excluded group each round (eg. non-white, disabled, neurodiverse). Aim to see 20 percent of the group coming from diverse backgrounds in the second round, and then 25% in the third round. CES survey

At the end of the group program we suggest measuring the success of the strategies via a survey along the lines of:

To what extend do you agree or disagree with the following statements:

1. 2. 3. Sister Scout made it easy for me to feel safe and included Sister Scout made group coaching accessible for me Sister Scout made it easy for me to feel supported and seen