Case Study: AP LATAM achieves a 16-point NPS increase with SurveySparrow

How AP LATAM increased NPS by 16 points and made student feedback more actionable with SurveySparrow

AP LATAM, an education administration organization that partners with universities across Latin America, wanted a better way to understand student voices and improve satisfaction. Before using SurveySparrow, the team relied on manual processes and email surveys, which made it difficult to track respondents, analyze open-ended feedback, and act quickly on negative sentiment.

With SurveySparrow, AP LATAM deployed CX surveys across key touchpoints and used features like CogniVue, real-time dashboards, and omnichannel distribution via email, WhatsApp, and SMS. SurveySparrow helped the team analyze sentiment and key drivers faster, and the results included a 16-point NPS increase, with 8% of detractors and 8% of passives converting into promoters.

AP LATAM

Guillermo Hernando Márquez

Customer Listening Analyst