Case Study: IMG Academy boosts Parent and Employee NPS with Qualtrics

IMG Academy boosts Parent NPS by 29 points with Qualtrics

IMG Academy, a large sports education institution, faced a strategic challenge with its fragmented approach to customer and employee experience. This operational disconnect led to inconsistent family experiences, disengaged staff, and culture drift, putting its world-class brand promise at risk. To address this, the academy turned to Qualtrics and its Experience Management products.

Qualtrics implemented its CX and EX platforms to create a unified system for IMG Academy. This solution established an always-on feedback loop using pulse surveys, lifecycle surveys, and listening programs, which directly informed action planning and goal alignment. The measurable impact was significant: over two years, IMG Academy achieved a 29-point increase in Parent NPS and a 19-point increase in Employee NPS, while also seeing 117 more families re-enroll compared to the prior year.

IMG Academy