Your Feedback Is Important To Us; Here’s What We Do With It

"The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen to them." - Ralph G. Nichols. Today we’re giving you a behind-the-scenes look at how we collect your valuable feedback, and what we do with it.

In a busy school environment, the mark of great software is one that can integrate seamlessly into your day. The tools you use should add to your work-life, not take time away from you. And while we endeavour to build easy-to-use school solutions, there are always areas to improve. To address this, we collect, collate and action your feedback.

In this article, you’ll discover

• How Orah uses your feedback.
• What is Orah?
• The importance of customer feedback to Orah.
• Three ways to share your feedback, and why you should.
• Orah’s commitment to you.

How Orah uses your feedback

In 2023 at Orah, we’ve processed 6249 individual pieces of feedback (or over 52,000 since we started tracking them in 2015) – which are then turned into feature requests, bug tickets and influence the kinds of products and features we develop. 

The primary way that we collect feedback is simple – every school that we service is an important partner for us we want to see them achieve their goals – almost all of our clients meet with our Customer Success team at regular intervals to share their progress, align on goals and share feedback with our team.

This feedback is then logged, processed and categorised into an action item, or added to an existing feature request or bug to give weight to the problem. 

Recently, our development team hosted our first annual Bugathon! After 3 months of targeted focus on resolving open bug tickets across our suite of products and launching an end-to-end test suite for QA, they finished with a 2-day Bugathon of focused effort to resolve as many bug tickets as possible! 

On 25 October 2023, we had 77 open bug tickets. By 15 January 2024, we had less than 10–an admirable effort from the Orah development team. A project we know brings a little bit of joy to our valued customers.

Orah Development Lead Anirudh Banger says, “In our continued focus on quality, we closed 15+ existing customer bugs in the 2 days of Bugathon, and also identified 35+ product UI improvements or software jank as we like to call it, of which 26 were fixed by the team.” 

What is Orah?

Orah is an easy-to-use student life platform that helps schools solve the following 3 core problems. 

• Know where your students are, in real time.
• Identify at-risk students, particularly those who are less inclined to speak up.
• Communicate with students, staff & families in one place.

We integrate with tools like Wonde, Blackbaud, Veracross, iSAMS and many more to ensure you maintain your central source of information when using Orah.

The importance of customer feedback to Orah.

We have built Orah on the back of our customers’ feedback. It is the lifeblood of our work, and the success of the schools we work with is our North Star. 

To achieve our mission of helping schools and families maximize student potential, we need to first understand what it is that is stopping you from doing that. 

We seek to understand by talking to you, and collecting your feedback.

Three ways to share your feedback, and why you should.

Here are three ways you can share feedback with Orah: 

1. Share feedback in our Live Chat, this is the fastest way to get in touch with us.
2. Keep a list, and share it with us in your account review meetings. Of course, you must be an Orah customer to be in a meeting like this! If you do not participate in these meetings, share your list with your Orah rep at your school.
3. Not a customer yet? Book a call with our team, share the student life challenges you’re facing and we’ll let you know if we can help. 

Why should you share your feedback? Hopefully, we’ve made it clear by now that we value your feedback – and we use it to improve our products and services so that your school can reach your goals, and enjoy using Orah at the same time. 

Orah’s commitment to you.

We are committed to the continued success of our Orah schools. When you sign up to Orah, you are entering into a partnership with us, and we want to see you succeed. 

The open and honest sharing of feedback between Orah schools and us allows us to ensure you are getting the most out of your partnership with Orah. 

See how Orah works, and what to do if you’re interested in a personalized demo for your school

We’d recommend starting at the Orah homepage, from there you can get an idea of the main solutions that Orah offers – and decide which areas you’d like to address first. From there, you will be able to find interactive demos showing you how each product works, so you can gauge for yourself if this is something your school might benefit from. It’s always helpful to see how other schools make use of software, so be sure to check out Orah customer stories too. 

Want to skip ahead?Book a call with the Orah team to get a personalized demo for your school.