Page 4 - euroguidance-insight-2017-autumn

4

How to Measure Quality in Guidance?

“ Most countries share the challenge of defining and measuring the impact of their guidance

service. Word- of- mouth recommendations have long been considered as best practice for
marketing purposes. However, Innove in Estonia have successfully tested an online version
of this research approach to measure the satisfaction rate of their clients. This immediate and
low committal online approach has improved the quality of the service and is now used for peer
learning and development of the guidance centres.”

Interview with Nele Labi, The Agency for Lifelong Guidance Foundation Innove, Estonia

- Since March last year, we have youngest clients would respond youngsters really analysed their
been using Recommendation to the core question: “How likely answers and themselves in the
Index a.k.a Net Promoter Score is it that you would recommend process and made specific pro-
with our guidance services cli- our service to your friends?” posals to us.
ents. That includes thousands (scale 0-10).
of youngsters from the age of - All our questionnaires are
15, Mrs Labi explains. - Nevertheless, that is the main sent soon after the service via
question of the recommendation e-mail and are easy to answer;
- We were quite concerned in index and we decided to give it no need to log in or enter your
the beginning about how our a try. What we learned was that name or contact details. – 