Case Study: GEMS Education improves parent experience and cuts CX costs with Netigate

How GEMS Education is closing the experience gap using AI-powered customer feedback analysis

GEMS Education, the world's largest private K-12 education group, faced challenges with its customer feedback program. They struggled to extract timely, granular insights from vast amounts of qualitative parent feedback, and their previous tools had rising costs and limited access. They sought a more scalable and intelligent solution, leading them to select the Netigate customer experience platform.

By implementing Netigate, GEMS integrated feedback capture and analysis into a single platform. The solution used AI-powered text analysis to identify key drivers of satisfaction and provided role-based dashboards to schools. This resulted in a 50% reduction in overall costs, gave all 46 schools direct data access, and enabled deeper insights from feedback, with 89% of parents providing explanatory text with their NPS scores.

GEMS Education

Hywel Benbow

Senior Vice President, Global Data, AI & Analytics