Case Study: University of Phoenix achieves 91% positive sentiment with Sprinklr

How University of Phoenix Drove 91% Positive Sentiment on Social

University of Phoenix, one of the largest online universities in the U.S., needed to build a stronger digital community for mostly remote students but its social team was hampered by disjointed tools, slow response times and no unified view of student interactions. The challenge was to deliver faster, more personalized social experiences and surface meaningful student stories hidden across channels.

By moving to Sprinklr’s Core and Social Listening, the team centralized conversations, ran monthly Facebook study sessions, used inbound tags to identify advocates for “Random Acts of Phoenix,” and automated reporting to improve SLAs. The result: content output rose 57%, response rate climbed from 3.6% to 18.6%, SLA times dropped 46%, and positive sentiment increased from 67% to 91% (negative sentiment fell to 9%), while study sessions now draw 1,200–2,000 students.

University of Phoenix

Victoria Ryan

Social Media Community Manager