In October 2020, Kideo launched the VerbeterMeter (Improvement Meter). With this tool, Kideo asks parents for feedback at various times. It's an important tool for parents to make their voices heard. As we mentioned in our newsletter, we wanted to learn more. That's why the Kideo Assen Parent Committee asked Rixte all about it. You can read the results below.
Interview
What is the Improvement Meter in short and what is it for?
The VerbeterMeter is a handy tool that allows us to measure parent satisfaction at Kideo through various questionnaires. This allows us to continuously monitor whether we continue to meet the quality requirements and wishes of parents.
Do all parents receive the VerbeterMeter and when will you be invited to do so?
One parent will receive an invitation to participate in the questionnaires. This includes a questionnaire about the introduction, the adjustment period, and then annually. Upon withdrawal, a final evaluation will follow. Here are the "improvement meter moments" in a nutshell:
- - Measurement of acquaintance:
A parent will receive this questionnaire 1 week after the placement date. - - Measurement of the adjustment period:
A parent receives this questionnaire when their child has been using childcare for 3 months. - - Annual measurement:
All parents receive this questionnaire 1 year after placement date and annually thereafter. - - Final evaluation measurement:
A parent receives this questionnaire when childcare ends.
Is the ImprovementMeter completed frequently/well?
At the after-school care center, we currently have a response rate of 40%, and at the daycare center, it's 53%. Quite high for a survey, but we naturally hope all parents will complete the questionnaires. We realize we're not the only organization that emails parents a request for a satisfaction survey.
However, our measurements are about more than just parental appreciation. Continuous monitoring gives parents the opportunity to share their opinions about their child(ren)'s care. This way, parents help us make improvements wherever possible. We therefore hope we can count on parents' cooperation so that together we can provide the best possible care for our child(ren).
What topics receive the most feedback?
Flexibility in swapping days is a frequently discussed topic. We understand that it's convenient for parents to have a longer period. However, based on experience over the past few years, we've found that the chances of success are higher when swaps take place within the same week. This way, we can offer every parent the best possible chance of success when submitting a swap request. Parents have been choosing Kideo en masse in recent years, but the groups are often quite full on some days. When we look at other childcare centers in our area, they are sometimes more flexible on this matter. However, they then charge a higher hourly rate. Kideo has long adhered to the hourly rate at which parents receive the maximum childcare allowance, to ensure our childcare is accessible to all parents. To maintain this price, we are unfortunately less flexible in offering a longer swap period and do not offer credits for missed childcare days due to illness and/or vacation. We hope for parents' understanding.
Furthermore, staff turnover is a topic we encounter in the feedback from the VerbeterMeter. It's a topic we consider very important and to which we devote considerable attention. Unfortunately, we can't always prevent colleagues from choosing a different challenge or from a colleague who turns out not to be a perfect fit for Kideo and its vision. We try to assess this as much as possible during the application process, for example, by conducting several work shadowing days.
Are there examples of improvements that have been implemented based on the improvement meter?
At Kideo Assen, it was reported in the first quarter that a parent was missing organic toppings and bread. Fresh bread is now delivered weekly by the bakery, and it's spread with a wide selection of organic toppings, including vegetable spreads from Groentegoed.
Another example is that the walking routes were not satisfactory during the coronavirus period. This was reported to the Improvement Meter and by the parent committee. After consulting with the parent committee, we subsequently adjusted these walking routes. The recent investment in double glazing was also mentioned by a parent in the Improvement Meter. This had been planned for some time, but this feedback helped us implement everything more quickly.
Feedback also revealed that parents noticed the existence of the parent committee through the questions posed in the ImprovementMeter. The parent committee immediately took action and, last year, recorded a podcast and sent out their first newsletter, which will hopefully increase their visibility.
Results
In short, we appreciate all feedback and hope to be able to put it to good use. Of course, we also love reading all the compliments shared in the VerbeterMeter, which we're happy to share with all our colleagues at Kideo. At every location, we score higher than the national average, a result we're very proud of.
On behalf of the parent committee, we would like to thank Rixte for her cooperation in the interview. If parents have any further questions about the VerbeterMeter or any other feedback, comments, or suggestions, Kideo would be happy to receive them at info@kideo.nl.