How Liberty STEAM Boosted Satisfaction and Retention with Feedback
A new school model proves that "Feedback is a Gift" isn't just a slogan- it's an operational strategy. See how Liberty STEAM helped improve retention in education.
the challenge
Launching a brand new charter in a competitive market while building instant trust with families and staff.
the solution
Consistent, visible listening via Weekly Pulse Checks and the “Possip Council.”
the result
85% Response Rates, 94% Family Satisfaction, and rapid, transparent problem-solving that fueled their expansion.
the before: The Trust Gap
The Challenge:
As a new charter school in Sumter, SC, Liberty STEAM didn’t just need to open its doors; it needed to prove it was different.
- The Problem: Traditional “open door policies” are passive. They rely on parents being brave enough to walk in.
- The Goal: Executive Director Trevor Ivey and his team needed a way to aggressively seek feedback to build a culture of “Excellence” from Day 1. They couldn’t afford to wait until the end of the year to know if families were happy.
“We make no apology for asking for your feedback! It is part of our policy… and even our Title 1 plan.”
— Trevor Ivey, Chief of Staff
the solution: The "Possip Council" & The Eagle Mascot
The Shift:
Liberty STEAM didn’t just send surveys; they marketed them.
We Ask (The Marketing): Every other Thursday, leadership (and even the Eagle mascot!) stands in the carline with signs saying “We need your feedback!” to remind parents to check their texts.- They Reply (The Routine): By making it a predictable ritual, they normalized feedback. It wasn’t “getting in trouble”; it was “helping us grow.”
- You Act (The “Possip Council”): A dedicated team meets for 30 minutes every Wednesday specifically to review Possip data. They don’t just read it; they assign owners to every piece of feedback immediately.
The “Recruitment” Mechanic:
- Radical Transparency: Liberty STEAM uses their high satisfaction data (validated by Possip) in recruitment materials to show prospective teachers: “We listen. We support you. Here is the proof.”
The Results: Growth Fueled by Data
The ROI:
By treating feedback as high-stakes data, Liberty STEAM achieved metrics that most established districts envy.
- Elite Engagement: 85% Response Rate consistently compared to the national average (,20%).
- Retention Radar: In their critical early years, they maintained exceptionally high staff retention by catching “workload” and “mental health” trends in the Pulse data before people quit.
- Operational Speed: When feedback surfaced about carline safety or cafeteria issues, the “Possip Council” fixed it that week, building a reputation for responsiveness.
The Old Way
- Families are told, “Our door is always open.”
- Feedback only surfaces when a parent is upset enough to speak up.
- Issues are handled one-by-one, behind closed doors.
- Leaders find out too late when trust has already eroded.
The Possip Way
- Families are invited – loudly and often.
- Feedback becomes a routine, not a complaint.
- Data drives action – fast.
- Leadership closes the loop publicly.
