As school choice programs grow, parents are demanding better customer service

k9bmkDEC@?8mpD D49@@= 49@:46 AC@8C2>D 8C@H[ A2C6?ED 2C6 56>2?5:?8 36EE6C 4FDE@>6C D6CG:46k^DEC@?8mk^9bm

kAmpD DE2E6D 4@?E:?F6 E@ =2F?49 2?5 6IA2?5 k2 9C67lQ9EEADi^^HHH]E96fc>:==:@?]@C8^E28^65F42E:@?\D2G:?8D\244@F?ED^QmAC:G2E6 D49@@= 49@:46 AC@8C2>Dk^2m[ @?6 @7 E96:C 3:886DE 492==6?86D :D 3F:=5:?8 @?=:?6 A=2E7@C>D E92E >66E E96 @G6CH96=>:?8 56>2?5]k^Am

kAm%6??6DD66 72>:=:6D 6IA6C:6?465 2 3@EE=6?64< 62C=:6C E9:D J62C 2D E96J H2:E65 k2 9C67lQ9EEADi^^HHH]?6HD492??6=d]4@>^?6HD^>@C6\E92?\b_<\2AA=:42E:@?D\DF3>:EE65\@?\7:CDE\52J\@7\E6??6DD66\D49@@=\G@F496C\=2F?49Qm9@FCD @?=:?6k^2m E@ DF3>:E 2AA=:42E:@?D 7@C E96 DE2E6’D ?6H k2 9C67lQ9EEADi^^HHH]E?]8@G^65F42E:@?^67D]9E>=Qmt5F42E:@? uC665@> $49@=2CD9:Ak^2m AC@8C2>] x? yF=J[ k2 9C67lQ9EEADi^^7@I`f]4@>^?6HD^=@42=^A2C6?ED\:?\E6??6DD66\7CFDEC2E65\2D\DE2E6\7F?565\D49@=2CD9:AD\C6G@<65\5F6\E@\6CC@C\3:==\=66\G@F496CD\AC:G2E6\D49@@=\EF:E:@?QmE96 DE2E6 E@=5k^2m `ee A2C6?ED E92E E96J 925 C646:G65 2 D49@=2CD9:A[ @?=J E@ 2=6CE E96> 2 76H 52JD =2E6C E92E E96 ?@E:7:42E:@? H2D 2 >:DE2<6]k^Am

kAm“xE H2D?’E E96 >@DE :562= FD6C 6IA6C:6?46[” D2:5 w6:56 }6DD6E[ 2 D6?:@C 76==@H 7@C E96 q624@? r6?E6C @7 %6??6DD66[ 2 C:89E\=62?:?8 E9:?< E2?<] qFE }6DD6E E@=5 k2 9C67lQ9EEADi^^HHH]E96fc>:==:@?]@C8Qm%96 fck^2m E96C6 H2D 2 “E:89E CF?H2J[” 23@FE E9C66 >@?E9D[ E@ 86E E96 AC@8C2> @77 E96 8C@F?5]k^Am

kAm(:E9 DE2E6 =6256CD 9@A:?8 E@ D6CG6 FA E@ f_[___ DEF56?ED ?6IE J62C[ E96J’C6 ?@H k2 9C67lQ9EEADi^^HHH]E?]8@G^4@?E6?E^52>^E?^86?6C2=D6CG:46D^5@4F>6?ED^4A@^C7A\FA52E6D^bb`_`\ae_`bup$d^#u!0$49@@=Ta_r9@:46Ta_!C@8C2>Ta_|2?286>6?ETa_$JDE6>Ta_Wu*ae\u*b`X0ux}p{]A57QmD62C49:?8 7@C 2 ?6H G6?5@Ck^2m] !C@A@D2=D 2C6 5F6 uC:52J]k^Am

kAmqFE E96 C@F89 DE2CE :? %6??6DD66 H2D?’E 2? 2?@>2=J] p== DE2E6D H:E9 k2 9C67lQ9EEADi^^HHH]E96fc>:==:@?]@C8^E28^65F42E:@?\D2G:?8D\244@F?ED^Qm65F42E:@? D2G:?8D 244@F?EDk^2m 92G6 DECF88=65 E@ D@>6 6IE6?E H:E9 6?DFC:?8 D>@@E9 EC2?D24E:@?D 7@C 72>:=:6D[ H96E96C E92E’D A2J:?8 2 D49@@= @? E:>6 @C @C56C:?8 2 9@>6D49@@= 4FCC:4F=F>] $@>6 D2J E96 D@=FE:@? =:6D :? A:4<:?8 >@C6 E92? @?6 4@>A2?J E@ 92?5=6 E96 :?4C62D:?8 56>2?5 2?5 :>AC@G6 4FDE@>6C D6CG:46]k^Am

kAm“x7 :E’D @?6 4@?EC24E[ x E9:?< E96 G6?5@C :D :?96C6?E=J ECJ:?8 E@ 6?DFC6 E92E E96 DE2E6 56A2CE>6?E 92D 2 C62==J 72?E2DE:4 6IA6C:6?46[” D2:5 }6DD6E[ H9@ :D 2=D@ E96 G:46 AC6D:56?E @7 :>A=6>6?E2E:@? 2E E96 *6D] tG6CJ z:5] u@F?52E:@?[ 2 D49@@= 49@:46 25G@424J @C82?:K2E:@?] “x7 J@F 92G6 >@C6 E92? @?6 ,G6?5@C.[ E96? E96J DE2CE 4@>A6E:?8[ 2?5 72>:=:6D 92G6 E96 @AA@CEF?:EJ E@ >2<6 49@:46D]”k^Am

kAm%6??6DD66’D 4FCC6?E G6?5@C :D $EF56?E u:CDE %649?@=@8:6D[ H9:49 H@? k2 9C67lQ9EEADi^^HHH]492=<362E]@C8^E6??6DD66^a_ab^g^`_^abgaee`_^E6??6DD66\G@F496C\G6?5@C\6D2\DEF56?E\7:CDE\E649?@=@8:6D\4=2DDH2==6E\3:==\=66^Qm2 4@?EC24E :? a_abk^2m E@ CF? 2 D>2==6C t$p AC@8C2> :? E9C66 4@F?E:6D] t2C=:6C E9:D J62C[ E96 DE2E6 k2 9C67lQ9EEADi^^HHH]42A:E@=]E?]8@G^pC49:G6D^y@:?E^4@>>:EE66D^7:D42=\C6G:6H^4@?EC24ED^a_ad^_b\af\ad^`_]Ta_t5F42E:@?Ta_W$xsbrp#Ta_r~Ta_532Ta_$EF56?ETa_u:CDETa_%649?@=@8:6DXTa_p>6?5Ta_aTa_#6524E65]A57Qm6IA2?565 E96 4@?EC24Ek^2m H:E9 E96 x?5:2?2\32D65 4@>A2?J E@ >2?286 E96 ?6H DE2E6H:56 AC@8C2>[ 56DA:E6 :ED AC@3=6>D :? @E96C DE2E6D]k^Am

kAmx? (6DE ':C8:?:2[ H96C6 $EF56?E u:CDE DE:== @A6C2E6D E96 w@A6 $49@=2CD9:A AC@8C2>[ 2? t$p[ 9@>6D49@@= 72>:=:6D 4@>A=2:? E92E E96J 42?’E 2446DD E96 A=2E7@C> @? E96:C A9@?6D 2?5 E92E 2AAC@G2=D 2?5 56?:2=D 7@C AFC492D6D 2C6 :?4@?D:DE6?E] pC<2?D2D 42?46=65 :ED 4@?EC24E H:E9 $EF56?E u:CDE =2DE 72== 27E6C :E 72:=65 E@ 56=:G6C 2 “7F==J @A6C2E:@?2=” DJDE6> @? E:>6] %96 4@>A2?J A2:5 E96 DE2E6 k2 9C67lQ9EEADi^^2C<E:>6D]4@>^2C<2?D2D\3=@8^a_ad^_g^``^2C<2?D2D\56A2CE>6?E\@7\65F42E:@?\4=2HD\324<\b__<\:?\52>286D\7C@>\E6C>:?2E65\D49@@=\G@F496C\4@?EC24EQm2 Sb__[___ 7:?6k^2m]k^Am

k9bm‘v6E H92E E96J ?665’k^9bm

kAmt:89E66? DE2E6D ?@H 92G6 2E =62DE @?6 t$p AC@8C2>] (:E9 2 ?6H 7656C2= E2I 4C65:E D49@=2CD9:A DJDE6> 368:??:?8 :? a_af[ E96 56>2?5 7@C @C82?:K2E:@?D E@ >2?286 E96> H:== DFC6=J 8C@H] %96 EC:4< :D 56=:G6C:?8 2 DJDE6> E92E CF?D D>@@E9=J 7@C 72>:=:6D H9:=6 6?DFC:?8 E92E E96J’C6 FD:?8 E96 >@?6J E96 H2J E96 DE2E6 :?E6?565]k^Am

kAmx? 2 k2 9C67lQ9EEADi^^I]4@>^>:4926=39@C?^DE2EFD^`hhahhefdccec`ea`dgnDla_QmC646?E :?E6CG:6Hk^2m[ |:4926= w@C?[ 4@7@F?56C @7 E96 r=2JE@? r9C:DE6?D6? x?DE:EFE6[ 2 E9:?< E2?<[ E2=<65 H:E9 y2>:6 #@D6?36C8[ E96 7@F?56C @7 r=2DD(2==6E] $E:== E96 3:886DE A=2J6C :? E96 >2C<6E[ E96 u=@C:52\32D65 4@>A2?J >2?286D ?:?6 t$p AC@8C2>D]k^Am

kAm!C:@C E@ A=2E7@C>D =:<6 9:D[ DE2E6D 925 EH@ @AE:@?D[ 96 6IA=2:?65] %96J 6:E96C :DDF65 563:E 42C5D[ H9:49 >256 :E 92C5 E@ 6?DFC6 A2C6?ED DA6?E E96 >@?6J @? 2==@H23=6 AFC492D6D[ @C 6IA64E65 E96> E@ A2J FA 7C@?E 2?5 C6BF6DE C6:>3FCD6>6?E — 2 D:8?:7:42?E @3DE24=6 7@C 72>:=:6D @? 2 E:89E 3F586E]k^Am

kAmt$p G6?5@CD[ 96 D2:5[ 8:G6 72>:=:6D E96 “286?4J E@ 86E H92E E96J ?665 3FE 2=D@ E96 62D6 @7 <?@H:?8 E92E H92E E96J’C6 5@:?8 2?5 H92E E96J’C6 3FJ:?8 ,4@>A=:6D H:E9. AC@8C2> CF=6D]”k^Am

kAmp55:?8 >@C6 E92? @?6 G6?5@C E@ E96 >:I 4@F=5 >2<6 E96 4@>A2?:6D H@C< 92C56C E@ C6249 =@H6C\:?4@>6 2?5 F?C6AC6D6?E65 72>:=:6D H9@ 2C6 =6DD =:<6=J E@ FD6 E96 AC@8C2>D[ D2:5 {:D2 $?6==[ 2 D6?:@C 76==@H 2E $E2?5 %@86E96C %CFDE[ H9:49 7F?5D D49@@= 49@:46 :?:E:2E:G6D]k^Am

kAm“u2>:=J @FEC6249 2?5 D2E:D724E:@? 364@>6 E96 8@2= C2E96C E92? E96 8@G6C?>6?E 2D E96 4FDE@>6C E@ @?6 G6?5@C[” D96 D2:5]k^Am

kAm%6I2D 925 E96 @AE:@? E@ 49@@D6 >F=E:A=6 G6?5@CD 7@C :ED ?6H t$p AC@8C2>[ H9:49 =2F?496D ?6IE 72==] k2 9C67lQ9EEADi^^42A:E@=]E6I2D]8@G^E=@5@4D^gh#^3:==E6IE^A57^$q____at]A57Qm%96 =2Hk^2m 2==@HD E96 4@>AEC@==6C’D @77:46 E@ 4@?EC24E H:E9 FA E@ 7:G6 4@>A2?:6D] qFE @77:4:2=D @AE65 282:?DE :E 2?5 2H2C565 2 EH@\J62C[ Sae >:==:@? 4@?EC24E E@ }6H *@C<\32D65 ~5JDD6J[ H9:49 4FCC6?E=J CF?D AC@8C2>D :? 7@FC @E96C DE2E6D]k^Am

kAmy@6 r@??@C[ ~5JDD6J’D rt~[ 564=:?65 E@ 4@>>6?E @? E96 DE2E6’D 564:D:@? 2?5 C676CC65 %96 fc E@ E96 DE2E6 4@>AEC@==6C’D @77:46] %96 @77:46 5:5 ?@E C6DA@?5[ 3FE p>2C zF>2C[ rt~ @7 z2:!@5 {62C?:?8[ 2 =2C86 ?2E:@?2= ?6EH@C< @7 >:4C@D49@@=D[ D2:5 E96 DE2E6 =:<6=J 76=E >F=E:A=6 G6?5@CD H@F=5 7FCE96C 4@>A=:42E6 E96 AC@46DD]k^Am

kAm“%96C6 H2D E9:D 9F86 BF6DE:@? @7 E96 4@>A=6I:EJ @7 5@:?8 E92E[” 96 D2:5] “w@H 5@ J@F E6== 72>:=:6D H9:49 A@CE2= E@ 8@ E@ @C 9@H H:== E96J 564:56 H9@ >2?286D H9:49 A2CE @7 E96 AC@8C2>n”k^Am

k9bm‘$6?5 2 BF2CE6C=J 4964<’k^9bm

kAm%96 G6?5@C A=2E7@C>D :?4=F56 3F:=E\:? E@@=D E@ AC6G6?E >:DFD6] $EF56?E u:CDE %649?@=@8:6D 92D 2? px 762EFC6[ k2 9C67lQ9EEADi^^HHH]DEF56?E7:CDEE649]4@>^BF:??:BR9@H\:E\H@C<DQm42==65 "F:??x"k^2m[ E92E C6G:6HD 6249 6IA6?D6[ “2DD:8?D 2 4@?7:56?46 D4@C6” 2?5 7=28D 2?JE9:?8 E92E’D ?6H @C E92E E96 DE2E6 92D?’E 2AAC@G65 :? E96 A2DE]k^Am

kAmqFE z2E:6 $H:EK6C[ 2 (6DE ':C8:?:2 A2C6?E FD:?8 E96 DE2E6’D w@A6 $49@=2CD9:A E@ 9@>6D49@@= 96C 49:=5C6?[ D2:5 :E’D F?C6=:23=6[ D@>6E:>6D 2AAC@G:?8 AFC492D6D 7@C D@>6 72>:=:6D 2?5 C6;64E:?8 E96 D2>6 :E6>D 7@C @E96CD] $96 E9:?<D DE2E6D D9@F=5 7@4FD >@C6 @? >@?:E@C:?8 DEF56?ED’ 24256>:4 AC@8C6DD E92? EC24<:?8 6G6CJ AFC492D6]k^Am

kAm“xE’D DEFA:5 :? >J @A:?:@? E@ >:4C@>2?286 5@H? E@ =:<6 E96 Sa_ H@C<3@@< =6G6=[” D96 D2:5] “w@?6DE=J[ x E9:?< :E H@F=5 36 >@C6 4@DE 67764E:G6 E@ D6?5 2 BF2CE6C=J 4964< E@ 72>:=:6D]”k^Am

kAm%92E’D F?=:<6=J H:E9 DF49 AC@8C2>D 4@?DE2?E=J F?56C E96 >:4C@D4@A6[ 2?5 4C:E:4D[ 6DA64:2==J :? pC:K@?2[ A@:?E:?8 E@ 9:89\6?5 AFC492D6D[ =:<6 k2 9C67lQ9EEADi^^HHH]`a?6HD]4@>^2CE:4=6^?6HD^:?G6DE:82E:@?D^:\E62>^65F42E:@?\:>A24E^:\E62>\6>A@H6C>6?E\D49@=2CD9:A\244@F?ED\A2C6?ED\3@F89E\5:2>@?5\C:?8D\=FIFCJ\4=@E9:?8\<6?>@C6\2AA=:2?46D\65F42E:@?\E2I\5@==2CD^fd\577c_5`7\b2bc\cbd4\h654\27c`d_bdaccdQm5:2>@?5D 2?5 A=2?6 E:4<6EDk^2m[ 2D 6I2>A=6D @7 >:DFD6] %96 DE2E6 65F42E:@? 56A2CE>6?E D2JD :E E2<6D DE6AD E@ AC6G6?E 7C2F5 2?5 92D k2 9C67lQ9EEADi^^HHH]2K65]8@G^4@>>F?:42E:@?D^6D2\7C2F5\42D6\5:D4@G6C65\DFAE\9@C?6TtaTg_ThhD\@77:46\C6DF=ED\4@?G:4E:@?QmC676CC65 42D6Dk^2m E@ E96 2EE@C?6J 86?6C2=’D @77:46 E92E 92G6 k2 9C67lQ9EEADi^^HHH]<G@2]4@>^?6HD^>2?\D6?E6?465\E@\AC:D@?\7@C\567C2F5:?8\2C:K@?2D\6D2\AC@8C2>^2CE:4=607ffh`d6h\cb32\c66`\hb22\45b`7d3523be]9E>=Qm=65 E@ 4@?G:4E:@?Dk^2m]k^Am

kAm(6DE ':C8:?:2 @77:4:2=D D2:5 E96J’C6 A=62D65 H:E9 $EF56?E u:CDE’D AC@8C6DD D:?46 ~4E@36C[ H96? k2 9C67lQ9EEADi^^HG>6EC@?6HD]4@>^a_ad^`_^`a^AFC492D:?8\DJDE6>\7@C\9@A6\D49@=2CD9:AD\9@>6D49@@=\72>:=:6D\282:?\49FC?D\7CFDEC2E:@?^QmA2C6?ED 4@>A=2:?65k^2m E92E 56=2J65 @C56CD 42FD65 DEF56?ED E@ 72== 369:?5 @? =6DD@?D] ~C56CD 2C6 ?@H “86?6C2==J” AC@46DD65 H:E9:? EH@ 3FD:?6DD 52JD[ D2:5 pDD:DE2?E %C62DFC6C r2CC:6 w@5@FD6<[ 2?5 E96 4@>A2?J 92D 25565 2?5 EC2:?65 DE277 E@ AC6A2C6 7@C A62< @C56C E:>6D]k^Am

kAm!C@G:56CD =:<6 z2:!@5 92G6 E96:C @H? 4@?46C?D] $49@@= 7@F?56CD :? E96 ?6EH@C< 92G6 D@>6E:>6D 8@?6 E@ E96 3C:?< @7 6G:4E:@? 7C@> E96:C =62D65 DA246 3642FD6 @7 =2E6 EF:E:@? A2J>6?ED[ D2:5 rt~ zF>2C]k^Am

kAm“%96C6 D9@F=5 36 2 AC65:4E23=6 D4965F=6[ 3FE D@>6E:>6D :E 42? E2<6 H66<D 6IEC2 E@ 86E A2:5[” 96 D2:5] “x7 J@F’C6 CF??:?8 2 D>2== 3FD:?6DD 2?5 J@F @H6 C6?E[ J@F @H6 A2JC@== 2?5 J@FC DE2E6 A2J>6?E :D 56=2J65[ E92E 4C62E6D 2 9F86 2>@F?E @7 DEC6DD 7@C 7@F?56CD]”k^Am

kAmu@C ?@H[ C63:55:?8 4@?EC24ED 7@C G6?5@CD :D E96 DEC@?86DE 7@C> @7 244@F?E23:=:EJ[ 96 D2:5]k^Am

kAm“%96J @F89E E@ ?@E 766= D276 @?46 E96J’G6 H@? 2 4@?EC24E[” 96 D2:5]k^Am

kAmk6>ms:D4=@DFC6i $E2?5 %@86E96C %CFDE AC@G:56D 7:?2?4:2= DFAA@CE E@ %96 fc]k^6>mk^Am

kAmk2 9C67lQ9EEADi^^HHH]E96fc>:==:@?]@C8^2CE:4=6^2D\D49@@=\49@:46\AC@8C2>D\8C@H\A2C6?ED\2C6\56>2?5:?8\36EE6C\4FDE@>6C\D6CG:46^Qmk6>m%9:D DE@CJk^6>mk^2m k6>mH2D AC@5F465 3Jk^6>m k2 9C67lQ9EEADi^^HHH]E96fc>:==:@?]@C8Qmk6>m%96 fck^6>mk^2m k6>m2?5 C6G:6H65 2?5 5:DEC:3FE65 3Jk^6>m k2 9C67lQ9EEADi^^9F3D]=2^"_b<=8$#_Q C6=lQ?@7@==@HQmk6>m$E24<6Ck^6>mk^2m]k^Am