Case Study: ParentPay achieves real-time CSAT visibility and 5,000 monthly responses with Customer Thermometer

ParentPay Passes CSAT Exam With Flying Colors

ParentPay, a UK edtech payments provider used by 9,000 schools and nearly 3 million parents, needed a simpler, more focused way to measure support satisfaction. Their legacy 10+ question email survey produced very low response rates and little actionable insight, so they chose Customer Thermometer for its lightweight, one-click CSAT approach and easy integration with their service desk (initially TOPdesk).

Customer Thermometer was embedded into ticket resolution emails (and later rolled out alongside Zendesk), giving instant one-click ratings and alerts for unhappy responses. The change drove measurable impact: response volume rose to about 5,000 feedbacks per month from only a handful per year, delivered real-time visibility for follow-up, fed wallboards and board reports, and standardized CSAT metrics across the business—improving support performance and customer recommendation tracking.

ParentPay

Phil Moran

Operations Director