Case Study: YDUQS achieves +22‑pt digital and +19‑pt on‑campus NPS gains with Medallia

Using feedback to innovate and improve the customer experience

YDUQS, one of Brazil’s largest higher-education groups serving over 1.2M students across on-campus and digital programs, needed to scale timely, actionable student feedback and transform its student experience — survey insights were often acted on only 30 days after submission. To accelerate change and embed a student-centric culture, YDUQS partnered with Medallia and deployed the Medallia platform (Medallia Experience Cloud).

Using Medallia, YDUQS gained a unified, real-time view across eight student-journey touchpoints, enabled tailored dashboards for the board and teams, and empowered multidisciplinary “squads” to redesign processes (for example, simplifying monthly payment slips). With Medallia (and SMT integration), YDUQS now fires about 350,000 surveys monthly, has more than doubled response rates, and achieved clear outcomes — NPS increased +19 points for On‑Campus programs and +22 points for Digital programs.

YDUQS

Gustavo Sued

Director of Customer Experience