Measuring “effort” during home learning

It looks like a version of home learning is going to be around for a little while longer and I know lots of schools are surveying pupils, parents and teachers to understand how they are finding things.

A measure you might not have thought about is asking them how much “effort” is involved in home learning.

“Customer effort” has been around over 80 years but became popular about a decade ago within businesses after an article was published in the Harvard business review in 2010,

https://hbr.org/2010/07/stop-trying-to-delight-your-customers

In these difficult times, making things as easy as possible for people is so important.

I like “customer effort” as a measure as it allows you to achieve one of my principles of best practice, Insight to Action.

“A significant advantage of the CES [Customer Effort Score] approach is the ability to produce actionable data that can be used to help design
customer experience”

Henley Business School – “Customer Effort – Help or Hype?” April 2013

Below is an example of a question that you could use,

As with any measure there are pros and cons but it is a measure I would consider adding into any pupil/parent or staff survey. Adding it in with a space that allows people filling it to give examples of what is causing them issues will allow you to focus your time on making life a bit easier.

I have previously managed customer surveys and if you would like any more information on survey best practice, please get in touch.

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