The Business Challenge
Cognita is a global private schools group who own and operate schools throughout the United Kingdom, Hong Kong, Singapore, Spain, Switzerland, Thailand, Vietnam, Brazil, India and Chile. The business had concerns about retention in key markets and needed to underpin an ambitious growth plan. The Cognita Board and investors sponsored a global CX initiative to capture stakeholder feedback, across the portfolio.
The Solution
The multi-year engagement began with capturing Voice of Parent feedback to better understand the perceptions of fee-paying parents and expectation gaps in school provision. The feedback cadence was aligned to the school year. School leadership teams are equipped with online dashboards and can view feedback in real-time. Following the deployment of the Voice of Parent initiative with over 70 schools Xperience associates led Voice of Employee & Voice of Student programmes and leveraged the same SaaS CX feedback platform. Xperience associates supported
schools through in country workshops and co-created handbooks with clear guidance to help schools in 10 countries, to adopt new CX disciplines.
The Results & Benefits
Insights from the Voice of Parent feedback led to several key improvement initiatives from catering to bus services and parent communications.
The Net Promoter Score® improved by 22 points amongst the largest schools.
The Cognita feedback programme won the ACE Award (Achievement in Customer Excellence) and the Judges’ Choice award, three years running.
“Xperience Associates has added significant value to Cognita through leadership of our stakeholder feedback platforms. Alan Woollam led the design and execution of our Voice of Student & Employee feedback processes with schools in ten countries. This was complex and required careful stakeholder engagement. Alan continually improves the experience and integrity of the process.”
Simon Camby, Director of Education
Want to learn more?
To talk about harnessing the benefits of our CX services get in touch.
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