Continuous insight into satisfaction with Summa courses

To implement this centralized and structured approach, research agency Markteffect was Markteffect to set up a comprehensive study. We are now conducting an ongoing customer satisfaction survey. This allows Summa to compare their results with previous measurements, making the effects of adjustments easily measurable.

Insights & results

Our approach

For this study, we conducted quantitative online research. By opting for a quantitative approach, we were able to obtain representative responses and factual evidence. Since the insights gained from quantitative research are based on hard figures and percentages, this method is highly suitable for monitoring developments.

The target group consisted of students who had recently completed a course. To collect the data, online questionnaires were sent to databases provided by Summa.

Results

We not only measure customer satisfaction, but also provide insights and concrete recommendations to improve customer satisfaction. For example, the survey provided insight into satisfaction with communication, teachers, course content, and facilities. Based on this, advice was given on what Summa could focus on to increase customer satisfaction. Prior to the survey, targets were set for response rate, average satisfaction, and recommendation intentions. These KPIs were all achieved.

In order to facilitate Summa as effectively as possible, it was decided to present the results in an interactive Power BI dashboard. This dashboard is continuously updated with new results and allows users to work with the data themselves, for example by filtering on education, location, and other background characteristics. Once a year, Summa receives a report presenting the most important insights in broad terms.

"We are delighted with the insights Markteffect gathers Markteffect our students. These are extremely valuable to us. They show us what is going well, but more importantly, where we can make improvements. This helps us to optimize our services."  - Maureen Brokke, Marketeer Expertise Team Lifelong Development

Specialists who worked on this

We are an independent research agency specializing in providing insights based on market research. This project was made possible by a team of expert professionals with extensive knowledge and experience in the field of market research. If you have any questions about this research or are interested in how we can help with a similar project, please do not hesitate to contact us. We are happy to assist you!