The Forum on Education Abroad - Net Promoter Score 2020

The Forum on Education Abroad - Net Promoter Score 2020

July 2020 Net Promoter Score Results

Prepared by

THE APPROACH

Current The Forum on Education Abroad members and stakeholders were asked to complete the following pulse check. We then calculated Net Promoter Scores by Stakeholder Group based on their responses.

Interest in Sharing Your Perspectives Would you be open to providing additional input on your perspective and experience with The Forum on Education Abroad through other channels? Please select all channels you would be interested or open to participating in. • Focus Groups • Interviews • Discussion Boards

Name, Email, Phone Number, Current Title, Current Organization or Company Pulse Check On a scale of 0 to 10 with 0 being VERY UNLIKELY to 10 being VERY LIKELY, what is the likelihood that you would recommend a friend or colleague to join The Forum on Education Abroad as a partner or service provider? Why? Stakeholder Role Are you currently working with The Forum on Education Abroad? • Yes • Not Currently, But I Have Been In the Past • No

If so, in what way are you working with them? Which of these would you consider yourself: • Forum Member • Education Abroad Administrators • Faculty • University / Campus Leadership • Program Provider • Affiliate Organization / Service Provider • Student • Board Member • Other

Additional Comments You’d Like to Share

From these responses, we: 1. Calculated Net Promoter Scores for each Member Type and Profile 2. Summarized the recurring themes from promoters and detractors 3. Shared excerpts from some of their comments.

The Forum on Education Abroad Net Promoter Score Results 2

NET PROMOTER SCORE EXPLAINED The Net Promoter Score is an index

Net Promoter Score Calculation Customers are surveyed on one single question. They are asked to rate on an 11-point scale the likelihood of recommending the company or brand to a friend or colleague. “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?” Based on their rating, customers are then classified in 3 categories: detractors, passives and promoters.

The Net Promoter Score (NPS) is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters. What is generated is a score between -100 and 100 called the Net Promoter Score. At one end of the spectrum, if when surveyed, all of the customers gave a score lower or equal to 6, this would lead to an NPS of -100. On the other end of the spectrum, if all of the customers were answering the question with a 9 or 10, then the total Net Promoter Score would be 100.

ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.

0

2 4 6 8 1 3 5 7 9 10 Not likely to recommend Extremely likely to recommend

DETRACTORS ‘Detractors’ gave a score lower or equal to 6. They are not particularly thrilled by the product or the service. They, with all likelihood, won’t purchase again from the company, could potentially damage the company’s reputation through negative word of mouth.

PASSIVES ‘Passives’ gave a score of 7 or 8. They are somewhat satisfied but could easily switch to a competitor’s offering if given the opportunity. They probably wouldn’t spread any negative word-of- mouth, but are not enthusiastic enough about your products or services to actually promote them.

PROMOTERS ‘Promoters’ answered 9 or 10. They love the company’s products and

NPS = % - %

services. They are the repeat buyers, are the enthusiastic evangelist who recommends the company products

The Forum on Education Abroad will use net promoter score to: • Establish a baseline with our various stakeholders • Develop and execute programs that grow NPS. • Drive membership and revenue growth.

and services to other potential buyers.

The Forum on Education Abroad Net Promoter Score Results 3

NET PROMOTER SCORE SUMMARY

All Stakeholder Groups

50

N = 389

Forum Member

62

N = 289

What is a good NPS?

Education Abroad Administrators

59

N = 270

Any NPS score above 0 is “good”. It means that your audience is more loyal than not. Anything above 20 is considered “favorable”. Bain & Co, the source of the NPS system, suggests that above 50 is excellent, and above 80 is world class.

Faculty

35

N = 62

University/Campus Leadership

57

N = 90

Program Provider

50

N = 76

Affiliate Organization/ Service Provider

35

N = 23

Board Member

73

N = 11

Student

37

N = 3

Other

48

N = 31

The Forum on Education Abroad Net Promoter Score Results 4

ALL STAKEHOLDER GROUPS

Promoters

61%

Passives

28%

Detractors

11%

n = 238

n = 109

n = 42

Recurring Themes - Summary • Reliable Resources and Content • Standards/Best Practices • Support and Advocacy • Sense of Community • Leader in Field of Expertise • High Quality Training/Professional Development

Recurring Themes - Summary • Reliable Resources and Content • Standards/Best Practices • Questionable Value for Membership • Networking • High Quality Training/Professional Development • Sense of Community • Support and Advocacy • Focus on Education Abroad • Conferences • Increase Awareness of and Access to Available Resources • US Centric Approach • Great Reputation • Needs to be More Forward Thinking/Up- to-Date • Needs to Expand Content Breadth/Depth • Too Focused on Education Abroad/Not Relevant to My Work

Recurring Themes - Summary • Insufficient Value for Membership • Too Focused on Education Abroad/Not Relevant to My Work • Reliable Resources and Content • Too Focused on Revenue Generation • Needs to be More Forward Thinking/Up- to-Date • High Quality Training/Professional Development

Net Promoter Score 50 N = 389

• Networking • Conferences • Focus on Education Abroad • Great Reputation • Most Value for Membership

• Standards/Best Practices • Lack of Support/Advocacy

• No Longer Focused on Mission/Vision • Needs to Expand Content Breadth/ Depth • Increase Awareness of and Access to Available Resources • Networking • Dissatisfied with Service Provider Engagment

• Needs to be More Inclusive • Lack of Support/Advocacy

The Forum on Education Abroad Net Promoter Score Results 5

RECURRING THEMES PROMOTER KEY COMMENTS (IN DESCENDING ORDER OF MENTION AMONGST ALL STAKEHOLDERS) Reliable Resources and Content

Considered the go-to resource for the field of education abroad with regard to staying current on content, research, etc. Forum provided publications and research allow members to gain a deeper professional understanding of the field. Forum has created standards and best practices for the field and continues to evaluate and evolve them in a collaborative manner. Provides a template, benchmark, etc. for member institutions to model their programming.

Standards/Best Practices

Support and Advocacy

Forum advances the field of education abroad and supports its’ members in doing so.

Members feel a collaborative connectedness within the Forum and consider it a platform for rich dialogue about the field of education abroad. Universities, providers and other organizations in the field of study abroad look to the Forum for guidance and thought leadership. The Forum offers a variety of high-quality trainings and certifications for professional development within the field of education abroad.

Sense of Community

Leader in Field of Expertise

High Quality Training/ Professional Development

Networking

The ability to network professionally specifically within the field of education abroad is valued.

Conferences

The ability to network face-to-face and participate in education abroad focused sessions at conferences is valued.

Focus on Education Abroad

The specialized focus on the field of study and education abroad is valued.

Great Reputation

Forum is well respected in the field of education abroad - both its’ staff and the organization as a whole.

Most Value for Membership

Members appreciate think Forum membership has a good ROI.

The Forum on Education Abroad Net Promoter Score Results 6

RECURRING THEMES

PASSIVE KEY COMMENTS (IN DESCENDING ORDER OF MENTION AMONGST ALL STAKEHOLDERS) Reliable Resources and Content

Considered the go-to resource for the field of education abroad with regard to staying current on content, research, etc. Forum provided publications and research allow members to gain a deeper professional understanding of the field. Forum has created standards and best practices for the field and continues to evaluate and evolve them in a collaborative manner. Provides a template, benchmark, etc. for member institutions to model their programming. Members are unsure if the benefits of Forum membership justify the cost or know the value of membership but simply cannot afford it.

Standards/Best Practices

Questionable Value for Membership

Networking

The ability to network professionally specifically within the field of education abroad is valued.

High Quality Training/ Professional Development

The Forum offers a variety of high-quality trainings and certifications for professional development within the field of education abroad. Members feel a collaborative connectedness within the Forum and consider it a platform for rich dialogue about the field of education abroad.

Sense of Community

Support and Advocacy

Forum advances the field of education abroad and supports its’ members in doing so.

Focus on Education Abroad The specialized focus on the field of study and education abroad is valued. Conferences

The ability to network face-to-face and participate in education abroad focused sessions at conferences is valued. Members think the Forum could do a better job of advertising all of the available resources. There is an opportunity to find more ways to push out resources rather than members having to search the site for them and to make more resources free to non-members.

Increase Awareness of and Access to Available Resources

The Forum on Education Abroad Net Promoter Score Results 7

RECURRING THEMES

PASSIVE KEY COMMENTS (IN DESCENDING ORDER OF MENTION AMONGST ALL STAKEHOLDERS)

Forum provides most of its’ products, services and events from the US perspective which is not as relevant for non-US based members.

US Centric Approach

Great Reputation

Forum is well respected in the field of education abroad - both its’ staff and the organization as a whole.

Needs to be More Forward Thinking/Up-to-Date Needs to Expand Content Breadth/Depth Too Focused on Education Abroad/Not Relevant to My Work

Members think there is opportunity for the Forum to be more responsive, innovative, and provide more current/timely updates. Some members are seeking more advanced content beyond standards and best practices, especially mid-career and senior professionals.

The specific focus on education abroad is too narrow for some members and as a result is not as relevant to their work.

There is an opportunity for the Forum to be more inclusive of those individuals who care about education abroad but do not work in an education abroad office (i.e., faculty, etc.).

Needs to be More Inclusive

Lack of Support/Advocacy

Members do not feel adequately supported by the Forum.

The Forum on Education Abroad Net Promoter Score Results 8

RECURRING THEMES

DETRACTOR KEY COMMENTS (IN DESCENDING ORDER OF MENTION AMONGST ALL STAKEHOLDERS) Insufficient Value for Membership Members do not believe the benefits of Forum membership justify the cost.

Too Focused on Education Abroad/Not Relevant to My Work Reliable Resources and Content Too Focused on Revenue Generation Needs to be More Forward Thinking/Up-to-Date High Quality Training/ Professional Development

The specific focus on education abroad is too narrow for some members and as a result is not as relevant to their work.

Considered the go-to resource for the field of education abroad with regard to staying current on content, research, etc.

Members think the Forum seems more concerned with generating revenue than supporting and advocating for its’ members. Members think there is opportunity for the Forum to be more responsive, innovative, and provide more current/timely updates. The Forum offers a variety of high-quality trainings and certifications for professional development within the field of education abroad. Forum has created standards and best practices for the field and continues to evaluate and evolve them in a collaborative manner. Provides a template, benchmark, etc. for member institutions to model their programming.

Standards/Best Practices

Lack of Support/Advocacy

Members do not feel adequately supported by the Forum.

The Forum on Education Abroad Net Promoter Score Results 9

RECURRING THEMES

DETRACTOR KEY COMMENTS (IN DESCENDING ORDER OF MENTION AMONGST ALL STAKEHOLDERS) No Longer Focused on Mission/Vision Members think the Forum has lost its’ focus on the original mission/vision.

Needs to Expand Content Breadth/Depth Increase Awareness of and Access to Available Resources

Members are seeking more advanced content beyond standards and best practices, especially mid-career and senior professionals.

Members think the Forum could do a better job of advertising all of its’ available resources. There is an opportunity to find more ways to push out resources rather than members having to search the site for them and also to make more resources free to non-members.

Networking

The ability to network professionally specifically within the field of education abroad is valued.

Dissatisfied with Service Provider Engagment

Members think there is an opportunity to improve the engagement experience with service providers.

The Forum on Education Abroad Net Promoter Score Results 10

FORUM MEMBER

Promoters

69%

Passives

25%

Detractors

6%

n = 198

n = 73

n = 18

Recurring Themes - Summary • Reliable Resources and Content • Standards/Best Practices • Sense of Community • Support and Advocacy • Leader in Field of Expertise

Recurring Themes - Summary • Reliable Resources and Content • Standards/Best Practices • Questionable Value for Membership • High Quality Training/Professional Development • Support and Advocacy

Recurring Themes - Summary • Insufficient Value for Membership • Reliable Resources and Content • Too Focused on Education Abroad/Not Relevant to My Work • Needs to be More Forward Thinking/ Up-to-Date • Too Focused on Revenue Generation

Net Promoter Score 62 N = 289

The Forum on Education Abroad Net Promoter Score Results 11

FORUM MEMBER RECURRING THEMES

Promoters

69%

Passives

25%

Detractors

6%

n = 198

n = 73

n = 18

• Reliable Resources and Content • “The Toolbox of resources, which I turn to time and time again.” • “The Forum is an amazing network of colleagues, collection of resources, and strategic visionary for the field of international education.” • “Amazing resource for the field, and so critical at this time.” • “Lots of helpful information and insights” • “The guidelines and standards for study abroad programming are wonderful starting points and

• Reliable Resources and Content • “It provides many useful resources to better

• Insufficient Value for Membership • “I understand there is new leadership at the Forum and hope the capacity for no-cost to participation on-line events can grow. • “Please don’t get me wrong: Forum is a wonderful organization that does great work, BUT under the present circumstances I can’t justify the membership fee with all programs cancelled for the foreseeable future.” • “I love the Forum, but in today’s economy membership is an expense choice.” • “Membership for Small colleges is still pretty high.

understand the field and collaborate with others. It also provides opportunities for professional development and connections.” • “The resources are useful, we just don’t have the funds to attend all of the professional development opportunities and webinars that aren’t free.” • “It provides useful resources for education abroad professionals. I wish I had more time to be able to take advantage of them.” • “Strong content developed by Forum and its members to support best practices in all areas of student mobility programming.”

refreshers for everyone in the field. I think the critical incident >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 36 Page 37 Page 38 Page 39 Page 40 Page 41 Page 42 Page 43 Page 44 Page 45 Page 46

Made with FlippingBook flipbook maker