The Challenge
Our client needed to understand how schools perceived its products—individually and in combination with their parent company, following a major acquisition. To meet strategic goals and raise Net Promoter Score, the organisation required deep, actionable insight across UK and international markets.
The Solution
In partnership with our client, we launched a global multi-method customer insight programme aligned with their four strategic pillars. A blend of qualitative interviews, quantitative surveys and international outreach ensured voices from time-pressed educators were heard. Insights were embedded across the business via ‘Come and Learn’ sessions, sparking improvements to digital platforms, onboarding, communications and brand messaging. Innovative outputs, such as podcasts, sustained engagement and reflected real customer language.
The Outcome
The programme drove a rise in NPS and improvements across on-boarding and technology platforms. It reshaped. It reshaped brand messaging, improved onboarding journeys, and united internal teams around evidence-based decisions. With clear commercial and operational benefits, the programme embedded a scalable, insight-to-action model that continues to enhance customer experience and guide strategic growth.
