Goal
SAMA Educational Co. decided to implement a full-scale experience management system to get better insights into what students and parents liked and needed. Why? Because they believe that the key to excellence lies in listening to their community.
They aimed to measure and improve student experience across all campuses, gauge parent satisfaction, and address any concerns promptly. Catering to their diverse audience, they looked out to standardize feedback collection and track progress over time.
Challenges
No great endeavor comes without its hurdles! SAMA Educational Co. encountered a variety of challenges while trying to implement a comprehensive experience management strategy.
First and foremost, their audience, which primarily speaks Arabic, required bilingual support for surveys. This was to ensure that all participants could provide their feedback comfortably and accurately.
It was essential for SAMA to customize surveys to reflect each school’s brand identity while still maintaining a level of consistency across the board. Moreover, managing feedback from multiple schools, each with its own unique requirements and characteristics, proved to be quite demanding. Thus, they sought a versatile platform capable of handling a wide range of survey types. These include Customer Satisfaction (CSAT) and Net Promoter Score (NPS), to gather diverse insights.
Gathering feedback is one thing, but addressing concerns promptly? That’s where the real magic happens! To address the concerns of the detractors, they needed an efficient ticketing system to track and ensure timely responses.
Solution
After thoroughly evaluating different platforms in the market, SAMA Educational Co. selected SurveySparrow as their experience management platform. Having comprehensive features, user-friendly interfaces, and the ability to meet their unique requirements proved to be the perfect match.
To boost participation rates and response quality, the platform’s auto-translation feature enabled SAMA Educational Co. to create multilingual surveys in English and Arabic. The versatile survey types and the flexibility to clone surveys for each location helped them manage multiple schools and campuses efficiently.
Moreover, the fully customizable surveys and the multi-channel distribution allowed them to exponentially boost the response rates. Also, they were able to address any critical feedback promptly and keep track of it using SurveySparrow’s ticketing system.
Result
Increased survey participation rates
Improved NPS and CSAT scores
Streamlined feedback management
The implementation of SurveySparrow as SAMA Educational Co.’s experience management platform brought transformative outcomes. It has significantly enhanced the way the institution gathered, analyzed, and acted on feedback from students and parents.
With the new system in place, SAMA witnessed a dramatic surge in survey participation across all campuses. The user-friendly, multilingual surveys made it easy to effectively collect student and parent feedback.
This wealth of data empowered leadership with actionable insights for informed decision-making. It also streamlined operations across multiple campuses and accelerated issue resolution through efficient service recovery.
The multi-channel survey distribution significantly boosted parent engagement. And, the customized, branded surveys enhancedSAMA Educational Co.’s overall image. Perhaps most importantly, the continuous collection and analysis of feedback fostered a culture of improvement. This led to increased student satisfaction in key areas and reinforced the institution’s competitive edge in the Kuwaiti education market.
