At N4L, we are here to support schools on their technology journey with smart and simple solutions that empower learners to foster confidence, active participation and lifelong learning.
Our tools, services, and processes are shaped by something really important: your feedback. Whether it comes from a principal juggling a busy day or an IT lead keeping systems running smoothly, your insights help us make our services better, smarter, and more useful, for example:
- Email Protection – we added a quarantine tool to increase the overall visibility and control of what has been blocked by safely releasing any legitimate emails in MyN4L.
- Equipment Replacement (RMA process) – we’re constantly refining our process to reduce downtime and provide a smoother, faster support experience for schools.
- Secure Access – new guest access options – we’ve made it easier to grant guest access by introducing unique Wi-Fi keys in MyN4L instead of vouchers. The new solution, piloted with schools before launch, also allows selected guests to cast (where compatible), print, and provides centralised access for PLD facilitators.
Why your feedback matters
We know that school leaders and IT specialists are busy, and surveys can sometimes feel like “one more thing” in a packed day. But when you share your experiences with us, it creates a direct line from your classroom or office to our product and support teams, influencing the changes you see in the services you use every day.
We gather feedback from schools in several ways – through our annual Touchpoint survey (which goes to nearly 3,400 principals and IT leads), post-project and support surveys, ongoing insights from Relationship Managers, and Regional Engagement Forum (REF) groups. Whether you’ve shared feedback via a survey, a new service pilot, or an in-person discussion, we listen carefully, collate what we hear, and feed it back to our teams to drive improvements and new initiatives that better support our customers.
All of these sources are reviewed regularly, and they feed directly into decisions on what we prioritise, improve, or design next.
From feedback to action
When you tell us what’s working – and what’s not – we take it seriously. We don’t assume, we ask. That’s why we run pilots and consult our REF groups on new solutions. These help us test ideas in real-school settings before they’re released across the motu.
Take our Secure Access solution as an example. Feedback from schools and our Panel partners told us that the rollout could be improved, so we revisited our processes and communications to ensure they were meeting your needs. That decision wasn’t made in a boardroom – it came directly from the voices of schools like yours.
Our purpose is to improve digital learning experiences and educational outcomes for all. Even when it’s outside our direct remit, our teams go above and beyond to create practical tools like this Printing Troubleshooting Guide, shaped by school feedback, to help schools solve tech challenges and keep focused on teaching and learning.
As part of our Touchpoint survey, some school staff told us they weren’t fully aware of everything N4L offers. So, we created useful, new content that breaks down exactly how we can support your school, so you can get the most out of what we provide.
The same survey is also a valuable source of insight into schools’ technology pain points. Based on this feedback, we’ve identified schools that may be facing network speed or reliability challenges and are working alongside them to strengthen their connectivity.
One of the areas where feedback has been invaluable is the development of the functionality of MyN4L such as the Web Filtering tool. Schools told us they wanted more flexibility and control, like being able to apply different filtering rules themselves, based on user roles. So we’re building a self-service Web Filtering tool in MyN4L that makes it easier to manage customised filtering for different groups of users.
A two-way partnership with our Panel
We also work closely with our IT and Installer Panel partners, drawing on their on-the-ground experience to stay connected to what’s happening in schools. Through regular feedback loops, we’re able to adapt promptly – ensuring our smart and simple solutions continue to meet the evolving needs of schools across the country. For example, feedback around project timeframes and reporting has helped us fine-tune our planning – ensuring we’re mindful of the busy start-of-year period for schools and can schedule projects and support more effectively. This collaboration has allowed us to deliver better outcomes for schools and partners alike.
Our team is also continually building research frameworks and data capabilities to better understand your needs, ensuring feedback leads to long-term improvements.
Have your say – shape the future of our services
We know your time is precious, but every survey response, every phone call, and every chat with your Relationship Manager directly shapes the support you receive. Your voice is the real value of N4L. So, when that survey lands in your inbox, know that those few minutes means change for your school. Hit reply and let us know what you think – we’re actively listening.
Disclaimer: AI-assisted content. Human-reviewed and edited.
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