Case Study

Case Study: Measuring Customer Experience & Perception

Context:
A social-emotional learning (SEL) platform provider wanted to assess the potential for customer churn, as the platform had only been in the market for a short time. With limited historical data available, it was crucial to evaluate the platform’s "stickiness" based on user experience, perceptions, and outcomes across three key groups: teachers, school administrators, and members of Boards of Education.

Engagement:
Strop was engaged to develop a research approach that combined both quantitative and qualitative methods. The challenge lay in reaching two of the smaller, senior-level constituencies and ensuring participants had sufficient experience with the platform. Strop designed a tailored approach to address these challenges while gathering meaningful insights from all three target groups.

Insights Tool:
Strop executed a unique quantitative survey tailored for each of the three constituencies, complemented by ten in-depth interviews per group. This approach enabled a deep understanding of user satisfaction, platform outcomes, and future usage expectations. All aspects of the research, from survey design to interview execution and data analysis, were conducted by the Strop team.

Results:
The research successfully validated perceptions of platform outcomes, high levels of satisfaction, and a strong likelihood of continued use among all three constituencies. These insights provided the client with confidence in the platform’s ability to retain its user base and minimize potential churn.