How Futures Forge Uses Feedback To Improve

At Futures Forge we are big believers in learning what other people think is working, and what is not! We put this into action this past summer.

June 2024 saw us run our first ever open program for students, a two week Skills for Success Course. We worked really hard to make this a great success. Recruiting wonderful facilitators, preparing all our course challenges, coaching and mentoring practices, team building and orientation, and last but not least a series of exercises to help people learn more about themselves. We ended up with a Net Promoter Score (NPS) of +28 from the students. This was good.

We wanted to be better. To get better we had to learn what our customers (the parents) and our consumers (the students) thought. We got this feedback in a number of ways. Of course the post course feedback form. We also would ask each day in group sessions what worked and what didn’t work well. In addition, twice during the two weeks we ran a formal session where students could come up and give us feedback in front of the entire group - great practice!

Taking all this input, along with the direct observations that the Futures Forge team had, we made changes before our July session. Some of these changes were a little surprising, such as please give us a little more free time! Other changes were around the mechanics of how we introduce the exercises for the day. In all we made more than a dozen significant adjustments. 

The results?

The July session had an NPS score of +68, which is “great”. Our parents' NPS was +85. Next summer we are shooting for an “excellent” from the students as well.