How YDUQS uses feedback to innovate and improve the customer experience
Yduqs, one of the largest higher education groups in Brazil, is on a cultural transformation that aims to provide the best customer experience to its students and is studying and redesigning processes to ensure satisfaction is met.
Using Medallia, Yduqs now has a clear understanding of the student experience throughout eight different touch points along the journey and can make improvements based on feedback.
Student feedback has enabled the organization to make various process improvements, such as redesigning payment slips so they are easier to understand.
Read the case study and learn how Net Promoter Scores (NPS) have increased by 19 points for the On-Campus programs and 22 points for the Digital programs, with the organization seeing their survey responses more than double for their 1.2M students engaging in feedback.