Results of our first satisfaction survey
At the end of April, we invited 3,000 Global-Exam users to take part in a satisfaction survey. We would like to thank everyone who has sent us comments and suggestions. We are committed to taking your feedback into account in order to continually improve the quality of our services. Your satisfaction is our priority.
It is now time to share the feedback we have received:
1. Who are you?
2/3 of you are students who have to take a language test for their studies. But many of you are professionals: up to 30%. This group will instead take the TOEIC or HSK tests, mainly to prepare for travel abroad or for the sake of a professional opportunity.
2. Global-Exam: it works!
We should first emphasise that the vast majority of candidates think that they have progressed with Global-Exam. Good! From all the questionnaires we have received, 93% of the users think they have improved their marks thanks to our online preparation programme. This is regardless of the test that they have prepared for (TOEIC, TOEFL, or HSK.)
Global-Exam users therefore clearly consider our online preparation to be very effective. The high quality and excellent value for money of our preparation programmes explain why 82% of users would be keen to recommend Global-exam to their friends, relatives, acquaintances, etc. We would like to thank you for your trust.
3. Where we could get even better
Thank you very much for all your suggestions. We work every day to develop and improve our services. The technical and teaching team is currently working to offer you innovations which will be ready in the next few days.
We are currently adding new answer keys for each answer so that you can progress even quicker. Global-Exam's teachers are actively working to offer new tools to enhance your preparation and improve your chances of success.
Many of you have told us you appreciated getting customised answers. You can already follow your personal progression using the preparation dashboard as well as follow-up emails. We are currently developing new solutions to improve candidates' personal feedback.
Very soon, you will be able to live chat with our teachers on our Facebook page, during special sessions which will focus upon a particular test (TOEIC, TOEFL, or HSK). Our teachers will answer your questions instantly.
· User experience
We have kept in mind several of your comments in particular which will make your browsing experience smoother. Our developers are working to implement these improvements in the next few weeks.
Lastly, another major source of satisfaction for users is the quality and responsiveness of our customer service. Many of you underlined how quickly Global-Exam's team answered your questions and other requests. Indeed, the entire team is ready to answer users' questions as quickly as possible. We have recently improved our customer service again with the “Bogdan service”, which means that you can live chat with an advisor who is ready to answer your questions.
Again, we would like to reiterate how committed we are to supporting you throughout your preparation period.
We remain open to any new comments or suggestions. Do not hesitate to share your user experience on the forum.
Please rest assured that we are doing our utmost to enhance your satisfaction. Our objective is your success.
The Global-Exam team