These are unusual and unprecedented times for our educational community. Schools, districts and teachers have answered the call, mobilized, and rallied around online learning in truly unbelievable ways in order to provide continuity and normalcy during this difficult time.
We are proud to call you our heroes. And we are committed to supporting each and every school and teacher with the uptime, availability and resources that allow teachers and instructors to do their very best work.
Online learning is experiencing extraordinary levels of growth as schools, teachers, and students turn to learning platforms to facilitate the continuation of learning in record numbers. UNESCO estimates that 1.37 billion students globally are affected by pandemic school closures. Global education company Pearson reports a 400% increase in activity across its platforms globally with demand rising daily. As more schools, teachers and students from around the world engage in online learning — some for the very first time — and at a scale and speed that is unprecedented, there’s much to be learned and many efficiencies to be gained.
Schools can be lured into believing that all is well, simply because numbers are rising and metrics are showing an up-and-to-the-right progression. But as we know all too well from this COVID-19 crisis, rapid increases and up and to the right graphs are not always a good thing.
With rising volumes of users depending on learning management platforms such as Brightspace, it is critical that we continually measure our performance to make sure we are delivering continuous value. To that end, D2L depends on metrics such as uptime and net promoter score (NPS) to measure our platform’s stability and to monitor user satisfaction with Brightspace.
Uptime and customer satisfaction are metrics that truly matter.
Our mission as a company is to make a difference in the lives of teachers, instructors, and learners. Metrics such as uptime and NPS help us monitor our performance and make sure we are doing the right thing as we navigate this COVID-19 crisis together.
Uptime represents the percentage of time that hardware, an IT system or device is successfully operational. It refers to when a system is working, versus downtime, which refers to when a system is not working. If teachers and learners cannot access their LMS, or if they lose work, that’s bad.
Poor system performance and unreliability are simply unacceptable outcomes in our books. That is why we pride ourselves at D2L on consistently delivering a 99.9% uptime and we have a track record of significantly exceeding that metric for years. We want to assure you that throughout this crisis, D2L is committed to maintaining that uptime for the Brightspace platform in order to support schools, teachers, and students for the duration of this pandemic. We want to make sure that no learner falls behind during this health crisis and that learners always have access to the tools they need to continue their learning.
Net Promoter Score (NPS) is a metric for assessing customer loyalty to a company’s brand, products or services. D2L relies on NPS as a key metric. Since we began surveying our customer base for NPS in 2017 we have consistently achieved positive ratings, especially in comparison with other learning management platform solutions.
We highly prize our customers’ interactions and feedback. Your input has driven many key initiatives at D2L, including investments in customer success management. It has also resulted in the development of 6,000+ articles and 2000+ peer-to-peer discussions on the Brightspace Community focused on key topics of customer interest. Customers can directly see the impact of their feedback by reading the ‘inspired by you’ articles detailing the changes D2L has made based on your input. We also pride ourselves in responding quickly. 85% of questions asked within the Brightspace Community are answered within 24 hours.
With millions of people out of school, the entire learning community has come together to keep them learning. We want to do our part by continually listening to our customers and by providing the resources and support necessary to help make this journey into online learning easier. At no point during our 20-year history as a company has our mission to make a difference in the lives of teachers, instructors, and learners been clearer or more vital to our entire team.
About the author
Nick Oddson is CTO of D2L.
He brings over twenty years of design and enterprise-level software experience to his role and is responsible for guiding D2L’s product team as it continues to scale and develop the company’s industry-leading learning solutions.