Case Study: Unipark (academic program customer) achieves rapid user growth and improved self-service support with QuestBack (solution provider)

Unipark - Customer Case Study

Unipark, Questback’s academic program that gives universities access to EFS Survey, faced a service challenge in 2013–14 as a rapidly growing user base outstripped limited support resources. Response times slipped, customer satisfaction fell and Questback’s support costs rose (about 20%), leaving the overall customer experience degraded across the journey.

To address this, Unipark launched a Customer Support Community offering DIY resources—peer review, forums, video tutorials, sample surveys, downloads and FAQs—supported by community analytics for targeted outreach. The platform drove rapid adoption and engagement: roughly 1,380 registrations in five months (~70/week), 835 discussed topics, around 2,000 hits per news article and a 42% increase in weekly registrations versus the old site, resulting in noticeably higher customer engagement and improved experience.

Unipark