Developed a comprehensive measurement framework and Experience Quality Index (EQi) to provide executive insight into quality for leading for-profit education company
• Education company that provided online and onsite academics was seeking to understand and improve the students' persistence
• Had found that student loyalty was not correlated with net promoter scores or customer satisfaction surveys
• Engaged Blend360 to evaluate how students engage and experience academic and associated services to determine areas of improvement and continuously drive to excellence
• Evaluated over 40 data and survey sources including post transactional, case, customer satisfaction and help desk data sources. Focus was on academics, faculty, advising and financial aid
• Developed a bespoke framework for evaluating and measuring experiences based on concepts of Performance, Effort and Voice of Customer
• Sourced core metrics and mapped data sources to the framework to provide monthly and quarterly view of measures for each component of the framework
• Built an integrated dashboard that presented top 15 metrics along with index that was calculated as a weighted summary of scores across the framework
• Presented findings to executive leadership to help them understand the metrics and how to use for decision making and actions
This was the first time the company had taken a "customer-in" view of their business
Company-wide shift in understanding areas of opportunity- and successes - in students' experience
Ability to accurately determine improvement strategies and see the results
