Does Exemplar Education have an unexpected monthly payment?
Exemplar Education is a home-based maths and English education service in the UK. They started in 1991 in Crystal Palace in the south of London and now they have over 350 people working from 6 different locations across the UK. They have a cloud-based, personalized online learning system that makes home-learning easy and efficient.
We wanted to see what we could learn about the customers’ experiences of a home education service. We took 1 134 reviews about Exemplar Education posted on Trustpilot, and ran them through Gavagai Explorer. Some things we learned really surprised us!
Here are 4 things we found out!
The topic “cancel” is negative for the overall grade. It seems like a lot of customers have difficulties canceling their programs. The average grade for “cancel” is 1,20 / 5 and the overall average grade is 3,36 / 5.
“Maths” is a positive driver for the average grade. It has an average grade of 4,32 / 5 and the overall average grade is 3,36 / 5. “Maths” is often spoken about in relation to the topic “confidence”.
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The topic “told” indicates issues with Exemplar Education’s communication. “Told” is a negative driver for the average grade with an average grade of 2,34 / 5 compared to the overall average grade of 3,36 / 5. Some customers’ experiences don’t match their expectations.
“Calls” are negative for the overall grade. “Calls” have an average grade of 2,92 / 5 and the overall average grade is 3,36 / 5. Courtesy calls are appreciated but the topic is also related to the negative topics “told” and “cancel”. The net sentiment has gone down steadily since 2017.
What can we tell from this?
Customers are unhappy with the information and flexibility of their programs. Some say they weren’t expecting to get stuck with a monthly fee, some even say they can’t afford it. People who want to cancel their programs are frustrated that it isn’t possible. It would be a good idea to better inform the customers about the conditions or make it simpler to cancel at any time.
The education, however, seems to be appreciated. Those who mention “maths” have generally got a good experience and it is interesting that the topic “confidence” is related to “maths”. The courtesy calls from teachers are appreciated but the sentiment about “calls” is getting worse. It would be smart to look into why this is.
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