How Do Families Feel About EdNavigator?

Our annual member survey results are in, and we're so proud that families feel supported by our work. But as always, we're asking: How can we do better?

Every summer, when families and students take a break from school, we take a step back, too. We reflect on the past year, revisit our goals and data systems, and plan for what’s next. Guiding our work is a simple question: What can we do better?

A critical part of this process is our annual survey, which we distribute to anyone who has connected with a Navigator over the past year, regardless of whether they are still using our services now. While we especially want to hear from our most active users, we also want to understand the perspectives of those who have been less engaged or opted out at some point along the way.

This year’s survey yielded a response rate of 47 percent, and the feedback was overwhelmingly positive:

  • 97 percent of our survey respondents agreed or strongly agreed that they were satisfied with EdNavigator’s support overall.
  • 93 percent said that their Navigator is the person they trust most for information and advice about education issues.
  • 98 percent said their Navigator always responds quickly when they need to talk.

More importantly, our users’ responses indicate that EdNavigator is making a difference for their families:

  • 90 percent say EdNavigator has helped them understand more clearly how their children are doing in school.
  • 97 percent say that EdNavigator is helping them support their child’s education at home.
  • 84 percent say their child is getting a better education because of EdNavigator.

We are especially interested in that last figure, which we see as a critical measure of our impact. Changing a child’s educational trajectory takes time, so we’re pleased to see that so many families feel their kids are on a better path because of our support—even though half of them (52 percent) have only been working with us for a year or less.

What about how EdNavigator affects users at the workplace? After all, our goal is not only to help busy families achieve their education goals, but also to help our employer partners build healthier workplaces that act as magnets for talented people. We saw positive results in this area as well:

  • 92 percent said having EdNavigator makes them feel their employer cares about them.
  • 84 percent said EdNavigator makes it easier for them to stay focused at work.
  • 74 percent said having EdNavigator makes them more likely to keep working at their current employer.

We admit it: We’re pretty proud of these numbers. But our guiding question remains: What can we do better?

Despite the high marks, there’s a lot more we can do as we guide families along the path to a great education. Over the next year, we’re planning to focus on a few priority areas: We’ll be upgrading the EdNavigator app to make it even more useful, user-friendly and flexible for busy parents. We’ll be developing new reporting and analytics tools that help us gauge our impact and provide a more consistent experience for all of our members. Perhaps most importantly, we’ll continue to focus on capturing and sharing best practices in education navigation across our regional teams, so every family we work with will benefit from our entire team’s experiences.

We also think there’s more we can do to ensure that people eligible for our support fully understand how we can be helpful and grow our partnerships to bring EdNavigator to more families. As one survey respondent wrote, “I appreciate the hard work that is being done for my children. I have bragged about this service to numerous parents and they all agree that they would love to have a service like this.” Maybe by this time next year, they will.

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