At the beginning of 2019, the parents gave SPL an average of 8.4 in the customer satisfaction survey. And we are quite proud of that!
In an extensive questionnaire, parents were asked how satisfied they are with the location, the care of their child and the customer service. A total of 395 parents/guardians completed the survey.
Most people (71%) choose a particular location because it is nearby. This fits in perfectly with our desire to be a high-quality first-line neighborhood facility. The proximity of a school was also described as important several times (20%). That is why we maintain many warm contacts with schools and are in favor of so-called Community schools.
Play and learn
Almost all parents (76%) find it important that their child learns to interact with other children. In addition, learning and development are an important reason. 70% of parents see their playgroup as a good preparation for primary school.
Atmosphere and quality
The atmosphere and safety of our locations receive an average score of 8.6 from you. We are happy with that! Just like with our pedagogical employees. Because their efforts, such as attention to the development of your child, enthusiasm and communication with parents, are assessed on average with an 8.6. Involvement and commitment itself with 8.7 and 8.8.
Improvements and what we do with them
The procedure for the registration and the availability of customer service is assessed with an 8.1. That is not yet where we want to be, but it is half a point higher than a year before. This proves to us that we are on the right track with the changes we implemented last year.
Despite the positive average assessment of the locations (8.0), we also see that for various locations the hall and/or the outdoor play area are rated lower than we wish. We also see that ourselves, of course. Last year, together with the Municipality of Leiden (the owner of most of our locations), we already started drawing up an accommodation plan to eliminate backlogs in maintenance.
Finally, we are pleased that the visibility of our Oudercommissies (Parents’ committees) has improved compared to last year. Sharing the minutes of the meetings with the parents’ committee via our newsletter, paying attention to the parents’ committee at the locations and during the introductory meeting are paying off. We believe that parental participation is very important. We currently have an active parents’ committee for the locations in Leiden and Lisse and a separate parents’ committee for the locations in Noordwijk.
In 2020, SPL will again conduct a customer satisfaction survey. We are curious!