How F4S Uses Net Promoter Scores (NPS) to Ensure High-Quality Volunteers
At F4S, maintaining the quality of support we provide to educators and students is critical to our mission. One of the key tools we use to monitor and ensure this quality is the Net Promoter Score (NPS) system. By collecting feedback directly from mentees, we can track and assess the quality of volunteers, courses, and workshops available on our platform.
What is NPS and How Does F4S Use It?
NPS is a valuable system that helps us gauge the likelihood of a educator recommending a volunteer, workshop, or course to others. After each encounter, educators are asked to rate their experience, which then informs the recommendations and opportunities given to volunteers.
Educator Ratings and Their Impact on Volunteer Recommendations
Volunteers who consistently receive high ratings are rewarded with additional opportunities, such as invitations to host virtual assemblies or being recommended to other educators. Conversely, volunteers who consistently receive low ratings are not invited to host virtual assemblies, and we stop recommending them to educators.
Feedback on Volunteers at F4S

At F4S, we value all feedback, which is why we collect it systematically through a post-session survey.
Feedback of 9 or 10 is rated as a ‘promoter’
This increases the likelihood that we’ll recommend the volunteer to other educators. It also opens up opportunities for the volunteer to host virtual assemblies on the subject. Feedback provided by educators is anonymised (at their request) and shared with the volunteer after they have completed four sessions to maintain the confidentiality of the user.
Feedback of <6 is classified as a ‘detractor’

This decreases the likelihood that we recommend this volunteer to educators or invited to host virtual assemblies. As with promoters, feedback is shared anonymously with the volunteer, and it’s made available in their dashboard after completing four mentoring sessions.
Accountability for “No Shows”
F4S maintains a strict accountability system, ensuring that both volunteers and educators adhere to our guidelines.
Educators who fail to show up for scheduled encounters are given two warnings before being temporarily paused from access to self-serve. However, they will still have access to virtual assemblies and workshops.
Volunteers who miss scheduled sessions are also given two warnings before being temporarily paused from hosting encounters.
Appeals Process for “No Shows”
We understand that there may be legitimate reasons for no-shows, such as health issues or personal conflicts, so F4S has implemented an appeals process. If a no-show occurs due to unforeseen circumstances, educators and volunteers can appeal to have their account reinstated, allowing us to maintain a fair and flexible approach.
At F4S, we’re committed to upholding high service standards for our educators, volunteers, and students. Our NPS system plays a vital role in ensuring that we consistently deliver quality support and create an environment that fosters positive, productive relationships. By using feedback to drive improvements, we can maintain a high level of accountability and continually provide the best possible experiences for all users.
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