Graduation Alliance Achieves NPS of 82
How a nonprofit education organization gains visibility into student satisfaction at scale, helping 5,000 students graduate annually
Graduation Alliance was founded in 2007 to help the more than five million high school-aged youth and 31 million adults who don't have a high school diploma. Partnering with state agencies and local school districts in 12 states, they provide support, tutors, and academic advisors to create pathways for students to graduate.
The Social Impact:
In 2022, Graduation Alliance helped 5,000 students get a high school diploma, saving taxpayers $1.45 billion. For every 100 students they help, U.S. taxpayers save $29.2 million.
The Challenge
With 200-250 representatives interacting with students and their parents daily, Graduation Alliance needed a way to ensure every student experience was positive.
Key Challenges:
- No effective way to measure student satisfaction at scale
- Couldn't demonstrate value to state agency partners
- Lacked data to coach and improve team performance
"We had no way of knowing if we were providing the level of support we thought we were. Autopilot Reviews changed that."- Joanna Camburn, CMO
The Solution
Implementation Process
Pilot Program
Tested with one team in Aug-Sept 2021
Full Rollout
Launched to all teams on Nov 1, 2021
Continuous Improvement
Daily monitoring and team coaching
Survey Design
Four-question survey sent after each coach interaction, with a 7-day blackout period to prevent survey fatigue.
Survey Questions:
- 1.Rate your most recent call experience (1-100)
- 2.Likelihood of recommending our program to others (1-10)
- 3.What specifically did you find helpful from your last call?
- 4.How can we improve? (open-ended)
The Results
28% higher than industry average of 64
2,000 responses from 15,000 monthly surveys
Key Outcomes
For Students:
- Voice heard at scale
- Improved support quality
- Better graduation outcomes
For the Organization:
- Data-driven coaching
- Improved onboarding
- Demonstrated value to partners
"We are now able to collect our users' voice at scale and digest the data in a useful and meaningful way. This ultimately helps us recruit even more people into our programs and on the pathway to high school graduation. That's powerful."
— Joanna Camburn, Chief Marketing Officer
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