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Pearson's Voice of the Student Program: resolving red flags to avert $2.3M in lost revenue

Pearson is the world’s largest education company, with more than 35,000 employees operating in 70 countries. Pearson’s mission is to help people make progress in their lives through learning. Every year Pearson helps more than 75 million people continue to learn and develop new skills.

With their previous research program, Pearson was receiving survey results on the enrolment process, but they were missing the tools needed to react to the results in a timely manner and follow up any issues. 

The company chose IFS Customerville to design enrolment surveys for Arizona State University and Maryville University, which launched in October 2018 and July 2019, respectively. Since the enrolment survey launched, Pearson has responded to 132 Red Flag responses or more indicating high likelihood of student churn, potentially averting an estimated loss of $2.3 million in enrolment revenue.

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