Using feedback to innovate and improve the customer experience
Using feedback to innovate and improve the customer experience
3 PagesYduqs, one of Brazil’s largest higher education groups, partnered with Medallia to enhance student experience across digital and on-campus programs. Using real-time feedback at eight journey touchpoints, including onboarding, payments, and graduation, Yduqs transformed isolated actions into a continuous improvement program. Multidisciplinary squads analyzed survey insights to drive changes like redesigning payment slips, increasing usability. With over 1.2 million students engaged, NPS rose by 22 points for digital and 19 points for on-campus programs, while survey response volume more than doubled, supporting cultural transformation and student-centric innovation.
