Cognita is a worldwide group of more than 65 private schools in Europe, Latin America and South- East Asia. Part of the company’s mission is to respect the individuality of each school to ensure they retain their own unique ethos, with curricula and programs tailored to the needs of the parents and children it serves.
To this end, Cognita commissioned a Global Customer Experience initiative to support organizational success through a deeper understanding of their customers: the pupils’ parents. Having selected Confirmit as their partner for their “Voice of the Parent” program, Cognita’s program was fully deployed in schools across 3 regions, covering multiple customer touchpoints.
In this case study you’ll learn how:
- Confirmit’s Voice of the Customer specialists worked with Cognita’s team to define clear business outcomes for the program, aligned to the group’s five-year plan
- Cognita was able to capture parent feedback in nine languages and share this insight quickly in an actionable manner
- Insight from the program has empowered customer-facing staff to engage both potential parents and resolve requests from existing parents more quickly.