© 2015 K12 Insight

Results and Analysis

Year in Review

Company Retreat

August 12, 2015

© 2015 K12 Insight 2

Purpose• End of Year Study Highlights• Client Satisfaction Survey Results

The author of The Lean Startup (Eric Ries) says that organizations must use continuous improvement to create radically different businesses.

• One fundamental activity of an organization is to turn ideas into products, measure how customers respond, and then learn whether to pivot or persevere.

• To improve outcomes, organizations need to measure progress and prioritize work.

© 2015 K12 Insight 3

End of Year StudyTo inform future planning, sales strategies, and SDT processes

Reviewed SDT projects, LT! clients and incorporated communication and technology

services

Several data sources were used, including:

Client satisfaction survey results

CS team data files

EOY reports

LTMC data file

Mid-year traction reports

Salesforce reports

All team members

All results presented in the following slides reflect our client base from 2014-15 (July 1,

2014-June 30, 2015) unless otherwise noted (e.g., Let’s Talk! cohort structure).

Thank you, K12 Insight team, for

supporting this project!

© 2015 K12 Insight

Client Base

© 2015 K12 Insight 5

Our Client BaseWe increased our Let’s Talk! client base from 54 to 84 since the last EOY study. The majority of our clients continue to be from the Southwest and Northeast regions, respectively.

Southwest (N=48)

Northeast (N=47)

Midwest (N=37)

Southeast (N=20)

West (N=14)

Appalachia (N=11)

Central (N=10)

Northwest (N=7)

Mid-Atlantic (N=6)

0% 20% 40% 60% 80% 100%

24%

24%

19%

10%

7%

6%

5%

4%

3%

Percentage of Client Base in 2014-15 (N=200)

Full Service (N=74)

Let's Talk! (N=74)

Managed Projects (N=23)

Let's Talk! + Engage Lite

(N=5)

HB5 (N=1)

0% 20% 40% 60% 80% 100%

37%

37%

12%

3%

1%

Percentage of Client Base in 2014-15 (N=200)

© 2015 K12 Insight 6

Our Client Base (Continued)Our client base has remained stable, as far as the highest percentage of clients serving districts with 25 schools or less (67%). The highest percentage (40%) of clients operate under contracts that are less than $20,000.

10 or less (N=72)

11-25 (N=52)

26-50 (N=35)

51-74 (N=17)

75 or more (N=7)

0% 20% 40% 60% 80% 100%

39%

28%

19%

9%

4%

Percentage of Client Base in 2014-15 (N=183)

Less than $20K (N=74)

$20-$40K (N=50)

$40K-$75K (N=40)

$100K-$150K (N=9)

$76K-$100K (N=8)

Above $150K (N=6)

0% 20% 40% 60% 80% 100%

40%

27%

21%

5%

4%

3%

Percentage of Client Base in 2014-15 (N=187)

© 2015 K12 Insight 7

Client Health of Full Service & Managed Clients SDT members rated client health in October 2014 and June 2015. The most recent ratings indicate that 93% of clients are rated favorably (Excellent or Good), which represents a 13-percentage point increase compared to last year.

Poor

Fair

Good

Excellent

0 10 20 30 40 50 60

1

6

44

49

9

11

34

46

Service Delivery Members’ Perception of Client Health

2014 (N=97) 2015 (N=75)

Dissatisfied

Neither Satisfied Nor Dissatisfied

Satisfied

Very Satisfied

0 1020304050607080

3

5

18

75

10

5

36

50

Primary Point of Contact Satisfaction

2014 (N=42) 2015 (N=80)

© 2015 K12 Insight 8

Client Health of Full Service & Managed Clients

The charts below displays superintendent perception of overall satisfaction with K12 Insight services.

Dissatisfied

Neither Dissatisfied Nor Satisfied

Satisfied

Very Satisfied

0 10 20 30 40 50 60 70 80

6

9

26

59

6

24

71

Superintendents’ Perception of Overall Satisfac-tion with K12 Insight services

2014 (N=34) 2015 (N=34)

© 2015 K12 Insight

Service Delivery Team• Number of projects completed• Types of projects completed• Communications

© 2015 K12 Insight 10

Scope of Work A comparison of work completed by the SDT in the 2013-14 and 2014-15 SY.

2013-14 SY 2014-15 SYNumber of clients 97 75Number of Full Service Clients 89 65Number of Managed Clients 8 10

Client Health (Average) 3.17 3.41Average Number of Projects/Client 6.64 7.68

Range of Number of Projects 1-14 1-19

Number of Projects Completed by SDT 479 397

Number Percentage Number Percentage

Survey Studies 448 94% 379 96%Focus Group Projects 20 4% 7 2%

Community Forums 3 1% 5 1%Memorandums 4 1% 1 < 1%

Advising and Consulting 4 1% 4 1%

Structured Interviews 0 -- 1 < 1%

© 2015 K12 Insight 11

Types of Survey StudiesThe tables below display the top five survey studies in the 2013-14 and 2014-15 SY. School climate continues to be the top requested survey study.

2014-15 SY

Type of Study Number Percentage Average Response

RateSchool Climate 91 24% 54%

Districtwide Program and Initiative

37 10% 60%

District Planning 34 9% 63%

Community Engagement

22 6% 44%

Employee Engagement

21 6% 61%

2013-14 SY

Type of Study Number Percentage

School Climate 85 19%

District Planning

55 12%

Community Engagement

29 6%

Districtwide Program and Initiative

25 6%

Listening Survey

20 4%

Note: In 2014-15, the response rate added to the template for EOY reports; therefore, no comparison data is available.

© 2015 K12 Insight 12

Types of Focus Groups There was a drop in the number of focus group projects during the 2014-15 school year compared to last year.

2013-14 SY 2014-15 SY

Number of Projects

20 7

Most common topics

Climate, strategic planning and bonds Family engagement and student engagement

Additional Topics

Note: The number of projects does not represent the actual number of focus group sessions completed in districts, rather it represents the number of focus group projects.

© 2015 K12 Insight 13

Other Types of Projects The table below highlights the other types of projects completed by the Service Delivery Team.

Number Topic Area(s)Community Forums 5 District planning, family engagement

and searchMemorandum 1 Technology-RelatedAdvising & Consulting 4 District planning, employee

engagement and school climateStructured Interviews 1 Employee Evaluation

© 2015 K12 Insight

Communication ServicesThe End of Year reports were used to determine the number of communications pieces (N=511) provided to full service and managed clients during the 2014-15 SY.

14

45%55%

Utilized communications (N=181)Did not utilize communications (N=216)

Note: The Communications Department indicated that 381 communication pieces were completed between January 1 - April 15.

Client Type

Number of Projects

Percentage

Full Service 168 93%

Managed 13 7%

Team A Team B Team C Team D Team E Team F Team G Team H0

5

10

15

20

6

18

8

17 18

4

12

17

Percentage of Requests in 2014-15

Number of Projects

© 2015 K12 Insight

Communication Services (Continued)Among projects that utilized communications, clients typically used one communication offering. There was only a marginal difference found in the average response rate when comparing projects that utilized communications versus those that did not.

15

# of Communications Per Project

Number Percentage

0 218 55%

1 55 14%

2 41 10%

3 24 6%

4 19 5%

5 20 5%

6 18 5%

8 1 < 1%

10 1 <1%

Total 511 100%

…Impact?Average

Response Rate

Projects that utilized communications

(N=99)

59%

Projects that did not utilize communications

(N=109)

57%

Note: This table only captures projects where response rate information was available.

© 2015 K12 Insight

Client ServicesThese data were provided by Maryam Elsaid, VP of Client Services, to help inform the types and frequency of requests that the CS team received from January through June 2015.

© 2015 K12 Insight 17

CS Team: Full Service & Managed Clients’ Technical Support

The Client Services team received nearly 1,600 emails as part of the managed projects (full service and managed clients).

Type of Request Number Percentage

Requesting link/resend link 721 46%

Feedback/Comments/Questions

252 16%

Opt Out/Unsubscribe 155 10%

Already Participated Messages 108 7%

Requesting link for other child(ren) 80 5%

Notes: • These data only reflect one quarter (March – May 2015) and may not be representative of other quarters during the year.• The table above only represents the requests that represented 5-percent or more of requests received from full service and

managed clients.

© 2015 K12 Insight 18

CS Team: Engage Lite Clients’ Technical SupportThe CS team received 477 inquiries from Engage Lite clients. The most common types of inquiries are presented in the table below.

Type of Inquiry Number Percentage

Users, Permissions, Workflow 24 5%

Question Types – Basics and How to

21 4%

Managed Public URL 17 4%

Branching 17 4%

Technical Issue/PRT 15 4%

Note: These data only reflect two quarters (January – June 2015) and may not be representative of other quarters during the year. In addition, only inquiries that have 4% or more are represented.

© 2015 K12 Insight

Let’s Talk! – Cohort 1Cohort 1 represents clients that launched a Let’s Talk! page between January 1, 2014 to June 30, 2015. Since the inception of Team Z, any LT! accounts that go live between July 2015 and the next EOY study (Summer 2016) will be considered Cohort 2.

© 2015 K12 Insight 20

Let’s Talk! Kickoff, Training, and LaunchWe analyzed the timing of major events in LT! implementation. Findings indicate that these events occur at the beginning of the academic school year.

January

Febru

ary

March April

May

JuneJuly

August

September

October

November

December

0

2

4

6

8

10

12

14

16

18

LT! Most Common Months

Kickoff Call Training Launch

Time Between Phases

Time in Months(2014)

Time in Months(2015)

Kickoff and

Launch

2.4 2.6

Kickoff and

Training

1.5 1.5

Training and

Launch

< 1.0 1.1

© 2015 K12 Insight 21

Let’s Talk! Client HealthThe findings indicate that the majority of accounts (76%) have less than 200 Dialogues and nearly two-thirds of accounts (64%) of accounts have between 1-23 interest areas.

44Average # of Active LT!

Users (1-310)

15.49Average age of

dialogues(0-99)

238Average # of dialogues

rec’d(0-2,573)

7.62Average feedback

score(0-10)

2.79Average Client Health

Rating(1-4)

23Average # of interest

areas(1-94)

76%

15%

7%

Number of Dialogues (N=83)

0-200 201-200401-600801-10001,000+

# of Interest Areas

Frequency Percentage Cumulative Percent

0-10 20 24% 24%

11-23 33 40% 64%

24-50 23 28% 92%

51-75 4 5% 96%

76 -94 3 4% 100%

© 2015 K12 Insight 22

Let’s Talk! Client Health by LT! LaunchResults indicate that early adopters of LT! are slightly more likely to have a higher feedback score from customers and a fewer number of active LT! users compared to counterparts. However, clients that have LT! pages that have been live between 7-12 months are more likely to have a greater number of dialogues received.

Time Since LT! Launch 0-6 months 7-12 months 13 months +

Average # of Active LT! Users

34(2 – 164)

53(1 – 310)

26(13 – 47)

Average age of Dialogues

14(0- 78)

15(0 – 99)

23(2 – 63)

Average # of dialogues rec’d

164(1 – 2,301)

325(2 – 2,573)

96(46 – 146)

Average feedback score

7.5(0 – 10)

8.0(0 – 10)

8.2(7 – 9)

Average # of interest areas

19(1 – 94)

27(3 – 87)

20(16 – 28)

© 2015 K12 Insight 23

LT! Mobile App Usage and Account Activity Mobile app usage is correlated with greater number of LT! Dialogues and number of Dialogues closed.

Variablesr Valuep Value

So What? = Significant

Mobile App Usage

# Dialogues Received Total

r = 0.62p < .01

# Dialogues Past Due r = 0.06p > .05

# Dialogues Pending r = 0.15p > .05

# Dialogues Closed r = 0.68p < .01

© 2015 K12 Insight 24

Communication Services for LT! AccountsThere were 8 types of communications provided to 9 LT! accounts, as evidenced by the mid-year reports. The most common types of communications provided included advertising paraphernalia (such as posters, buttons, magnets), press releases and social media (such as Facebook, tweets).

Client Name # of Active Let’s Talk

Users

# of Interest Areas

# of Dialogues

Type of Communications

Isle of Wight 51 19 90 Press release, letters/emails, instructional information

Saline 6 9 116 Press release, newsletter/newsletter blurb, social media, advertising paraphernalia

Chambersburg 11 16 77 Letters/emails, Q&A, social media, advertising paraphernalia, newsletter/newsletter blurb

Mineola 13 17 46 Letters/emails, social media

Fort Wayne 310 87 1829 Q&A and press release

Poquoson 6 3 19 Newsletter/newsletter blurb, Q & A, phone script, advertising paraphernalia, social media

Fayette 13 8 2,301 Advertising paraphernalia, press release, letters/emails, social media

Harrison 28 34 99 Instructional information, advertising paraphernalia

Brazosport ISD 68 32 252 All-call communications, press release

© 2015 K12 Insight 25

RecommendationsBased on these findings, we recommend:

Maximizing Salesforce as an internal tracking tool so the EOY reporting process can be more

uniform across teams and collect the most accurate information.

Measuring success of communications with client feedback (per formative assessment) and

response rates on surveys.

Devising creative solutions (e.g., such as an enhanced training book that is informed by the

most common types of requests and inquiries from users) that allow users to solve

problems independently rather than reaching out to CS team.

Encouraging new LT! clients to use the mobile app and have a greater number of interest

areas.

Creating marketing materials that provide a snapshot of what a new LT! account can

anticipate happening in Year 1 of implementation.

Diligently managing the number of projects implemented in 2015-16 SY. This behavior could

help districts be more strategic in the work they complete this upcoming school year which

could in turn increase the likelihood that they see the value in working with our company.

© 2015 K12 Insight 26

Q & A

© 2015 K12 Insight

Results and AnalysisJune 18 – July 26, 2015

Client Satisfaction Survey

© 2015 K12 Insight 28

Members of Working Group

• Resha Kreischer-Anderson• Dave Blaiklock• Matt Lindbloom• Steve Knobloch• Tony Mastrorio• Christina Jackson

© 2015 K12 Insight 29

Background

© 2015 K12 Insight 30

Participation

Participant Type Count (N)

Superintendent 27

Primary POC 54

Project POC 38

Participant Type Count (N) NMAX Response Rate (%)

Overall 122 363 34%

District 82 151 54%

© 2015 K12 Insight 31

Overall Satisfaction

Superintendents (N=34) POCs and Project POCs (N=80)0%

20%

40%

60%

80%

100%

71% 75%

24% 18%

6% 5%

Very Satisfied Satisfied Neither Satisfied nor Dissatisfied Dissatisfied Very Dissatisfied

How satisfied are you with K12 Insight’s services?

Please rate your overall satisfaction with your K12 Insight Team.

© 2015 K12 Insight 32

Likelihood to Recommend

Based on your experiences to date, how likely are you to recommend K12 Insight to a colleague in another district? (N=113)

Note: Responses from Superintendent, Primary POC and Project POC.

N=113

0% 20% 40% 60% 80% 100%

63% 27% 6%

Very Likely Likely Unlikely Very Unlikely Don’t Know

© 2015 K12 Insight 33

District Outcomes

The partnership with K12 Insight has been a factor in improving stakeholder engagement in my school district by . . . (N=110)

Notes: • Responses from Superintendent, Primary POC and Project POC.• Percentages added may exceed 100 since a participant may select more than one answer for this question.

Informing district-level decision-making

Increasing transparency

Establishing a culture of listening

Building stakeholder trust

Sharing data with stakeholders (closing the loop)

Informing school-level decision-making

Enhancing stakeholder relationships

Increasing district capacity to conduct stakeholder research

Increasing district capacity to create and disseminate information strategically

Empowering the silent majority

Making decisions collaboratively

Providing low-cost community engagement solutions

Departing from ad-hoc research and communications to strategic outreach

Other

0% 20% 40% 60% 80% 100%

71%57%

55%48%47%46%45%

44%36%35%

33%23%

19%

© 2015 K12 Insight 34

Mission Statement

K12 Insight's mission statement is:

We equip school leaders to listen to every voice and learn from each conversation, helping them strengthen their schools and serve their communities.

To what degree is K12 Insight meeting our stated mission? (N=112)

Note: Responses from Superintendent, Primary POC and Project POC.

N=112

0% 20% 40% 60% 80% 100%

77% 23%

Fully Partially Not at All

© 2015 K12 Insight 35

Courteousness of your K12 Insight Team (N=82)

Responsiveness of your K12 Insight Team (N=82)

Accessibility of your K12 Insight Team (N=82)

Professionalism of your K12 Insight Team (N=82)

Confidence in your K12 Insight Team (N=81)

0% 20% 40% 60% 80% 100%

91%

84%

82%

88%

78%

7%

11%

15%

11%

16%

Very Satisfied Satisfied Neither Satisfied nor Dissatisfied Dissatisfied Very Dissatisfied

K12 Insight Team

Thinking about your experiences with your current K12 Insight Team, how dissatisfied or satisfied are you with the following components of our service delivery?

Note: This question only answered by POC and Project POC.

Courteousness of your K12 Insight Team (N=82)

Responsiveness of your K12 Insight Team (N=82)

Accessibility of your K12 Insight Team (N=82)

Professionalism of your K12 Insight Team (N=82)

Confidence in your K12 Insight Team (N=81)

© 2015 K12 Insight 36

Project planning expertise of your K12 Insight Team (Development and Adherence to a Plan) (N=77)

Survey Deployment Strategy expertise of your K12 Insight Team (N=73)

Research expertise of your K12 Insight Team (Survey Design, Content Knowledge, Analysis & Reporting) (N=75)

Technology expertise of your K12 Insight Team (Technical Support, YourVoice, Engage Survey Platform) (N=72)

Communications expertise of your K12 Insight Team (Communication pieces announcing project launch, encouraging participation, and sharing results and next steps) (N=79)

Training expertise of your K12 Insight Team (online or in-person) (N=67)

0% 20% 40% 60% 80% 100%

71%

68%

72%

68%

71%

63%

26%

22%

17%

28%

19%

27%

8%

7%

8%

10%

Very Satisfied Satisfied Neither Satisfied nor Dissatisfied Dissatisfied Very Dissatisfied

Service Delivery

Thinking about your experiences with your current K12 Insight Team, how dissatisfied or satisfied are you with the following components of our service delivery?

Notes: • Not Applicable responses have been excluded from calculations.• This question only answered by POC and Project POC.

Project planning expertise of your K12 Insight Team (Development and Adherence to a Plan) (N=77)

Survey Deployment Strategy expertise of your K12 Insight Team (N=73)

Research expertise of your K12 Insight Team (Survey Design, Content Knowledge, Analysis & Reporting) (N=75)

Technology expertise of your K12 Insight Team (Technical Support, YourVoice, Engage Survey Platform) (N=72)

© 2015 K12 Insight 37

Quality

Please rate the quality of the following deliverables.

Notes: • Not Applicable responses have been excluded from calculations.• This question only answered by POC and Project POC.

Surveys (N=71)

Reports (N=73)

Communication Pieces (Press releases, letters to stakeholders, social media posts, phone scripts, etc.) (N=60)

Facilitated Conversations (Focus Groups, Community Forums, etc.) (N=33)

Let’s Talk! Implementation and Training Materials (N=44)

0% 20% 40% 60% 80% 100%

75%

77%

58%

79%

66%

20%

22%

28%

9%

27%

6%

12%

9%

7%

Excellent Good Fair Poor

© 2015 K12 Insight 38

QA and Next Steps

How can you use this data to inform your work?

Next Steps:• A comprehensive report will be presented to the leadership team.• A more in-depth conversation will follow at an upcoming SDT meeting.• A post-survey communication will be sent to all clients.

© 2015 K12 Insight

DRAFT - FOR DISCUSSION ONLY

K12 Insight is a research and communications firm that helps school district leadership better engage in conversations with parents, teachers, staff, students and the general public on critical district issues.

K12 Insight's approach results in greater transparency and collaborative decision-making.

Watch our Let's Talk! video at http://bit.ly/1umZZVj to learn how to build community trust by listening, learning and leading with care.

Learn more about K12 Insight via: