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District reviews Net Promoter Score and plans KPI‑driven communications; staff recommends expanded, more frequent feedback
Summary
Communications director reviewed limitations of a once‑annual Net Promoter Score from the climate survey and proposed more frequent, targeted touchpoints (school, district, community) plus a KPI approach tied to communications milestones. Board members discussed survey response rates and how climate data should inform school action plans.
The district’s communications director presented an update on the Net Promoter Score (NPS) and outlined next steps to make parent and community feedback more actionable.
Katie Neiman said the annual NPS question (0–10 scale) produced a negative 29 score in 2023 from 834 responses and improved to negative 21 in 2024 from roughly 1,200 responses. Neiman cautioned that the one‑question annual survey reached a limited sample of families and is hard to operationalize for communications strategy. She described pilot efforts that measured event‑level responses (for example, Bandorama and community dinners) and argued for a KPI that captures communication milestones aligned to district KPIs, internal employee communications and broader community outreach.
Board members raised response‑rate and sampling questions. Dr. House noted that the climate survey’s denominator is lower than the total student count because families with multiple students provide a single response, and he said a 1,200‑response rate is respectable. Other members asked how the broader climate survey data are used by principals; Neiman said principals use the climate data to guide school‑level action plans and that the district is working to make those plans more strategic and tied to board KPIs.
The communications director said the next phase of work will emphasize a communications KPI structure, improved strategic milestones tied to the district’s KPIs and expanded touchpoints to reach broader community segments. Board members recommended website updates, more accessible PDF materials for referendum/facilities items and continued monitoring of staff capacity to execute communications.
