Case Study: Preply achieves company-wide customer centricity with Survicate

How NPS Empowers Customer Centricity Working as a Company-Wide Metric at Preply

Preply, the global online language learning marketplace, needed a reliable way to continuously measure customer loyalty and satisfaction as part of its company-wide “learner obsession” strategy. To do that, Preply chose Survicate survey software to run recurring NPS surveys and turn customer feedback into one of its North Star metrics.

Using Survicate, Preply collected and analyzed NPS insights across teams, with dashboards in Looker and Slack integrations helping Product and Research act on feedback quickly. The approach helped Preply increase NPS by 37% in just six months in one learner group, while also informing product improvements, investor reporting, and a new pricing model based on customer sentiment.

Preply

Kateryna Martynova

Head of Research