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How AP LATAM increased NPS by 16 points and made student feedback more actionable with SurveySparrow

16-Point NPS Growth

Real-Time Dashboard Access

Enhanced Feedback Analysis

About AP LATAM

AP LATAM collaborates with top universities to design, market, and develop high-quality online educational programs. With 15 years of experience across Latin America, the company specializes in innovation, technology, and customized processes to drive educational transformation. By leveraging smart technology and dedicated teams, AP LATAM expands access to impactful learning while maintaining academic excellence. Focussed on quality and accessibility, they ensure online education reaches more students, fostering personal and professional growth.

Ciudad de México, Ciudad de México

B2C

Industry

Education Administration Programs

Use Case

We achieved a 16-point improvement in our latest NPS, with 8% of detractors turning into promoters and 8% of passives becoming promoters in just a short time using SurveySparrow. The platform is incredibly easy to use, making survey creation and sharing effortless across channels. One feature that truly stood out for us is CogniVue, which gave us deeper insights into student feedback and sentiment. With real-time data collection, we could reach out instantly and make a real impact. If you're looking to elevate your VoC strategy, we’d 100% recommend SurveySparrow!

Guillermo Hernando Márquez

Customer Listening Analyst at AP LATAM

Goal

AP LATAM aimed to gain a deeper understanding of student voices, focusing on their needs, concerns, and overall satisfaction. The objective was not just to collect feedback but also to analyze sentiments and identify the gap between what students express and what they truly feel.

Using these insights, AP LATAM sought to develop a strategic roadmap for improvements to ensure meaningful changes across all touchpoints. The goal was to enhance the student experience by recognizing strengths, bridging gaps, and taking actionable steps to drive continuous improvement.

Challenges

AP LATAM faced challenges in collecting, tracking, and analyzing student feedback efficiently. Relying on manual processes made it difficult to gather timely insights and act on them. Surveys were sent via email, but tracking respondents was challenging, leading to delayed actions. Negative feedback often remained disconnected from specific students, programs, or universities, making it harder to follow-up effectively.

Without real-time insights, the team struggled to intervene at the right moments. Additionally, analyzing open-ended responses was time-consuming, requiring extensive manual effort to extract meaningful patterns and trends. These inefficiencies slowed down decision-making and limited the organization's ability to enhance the student experience proactively.

Solution

With SurveySparrow, AP LATAM streamlined feedback collection and analysis, enabling them to act faster and more effectively. CX surveys were deployed at key touchpoints, capturing student input where they mattered most.

The dashboard provided centralized access to responses from 17 universities across Latin America. It provided detailed reports, offering a clear view of feedback trends and student sentiment.

By integrating CogniVue, AP LATAM gained the ability to analyze open-ended responses with sentiment and key driver analysis, allowing them to offer deeper insights into student sentiments. The ability to distribute surveys via email, WhatsApp, and SMS increased participation, while automated reminders kept engagement levels high. This shift allowed AP LATAM to move from a reactive approach to a proactive one, ensuring feedback led to meaningful improvements.

How we hit the mark

CogniVue
Omni- channel share methods
Intuitive dashboard and results
Real-time data sync
Proactive support

Results

SurveySparrow played a crucial role in AP LATAM’s NPS growth, delivering measurable impact.AP LATAM saw a 16-point increase in NPS with 8% of detractors converting into promoters and 8% of passives turning into promoters.

CogniVue streamlined open-ended sentiment analysis and key driver analysis, helping the team quickly identify key topics to address. Sentiment tracking helped understand not just what students said but also how they felt. This clarity made it easier to act on feedback and save time for higher-impact initiatives.

Managing insights from business partners became effortless with real-time dashboard access, eliminating delays. Business partners could retrieve data instantly and make informed decisions.