Case Study: Kaplan International achieves a 250% increase in customer satisfaction with Trustpilot

How Kaplan International's customer satisfaction skyrocketed with Trustpilot

Kaplan International, the world’s language school with 80 years’ experience and more than 30 campuses, faced the common higher‑education challenge of convincing prospective students that enrolling is a safe, worthwhile investment. Knowing that online reputation heavily influences enrolment decisions, Kaplan set out to strengthen trust and boost customer satisfaction by creating a reliable feedback loop with students.

Kaplan integrated Trustpilot into its exit surveys, automated review invitations and alumnus nurture, and trained Customer Care to respond to every review while using Trustpilot Analytics to track improvements. The result: monthly review collection rose by 70%, an average Trustpilot rating of 4.8/5, and a Customer Satisfaction Score that jumped from 20 to 70 (a 250% increase), enabling stronger social‑proof marketing and reinforcing Kaplan’s premium, trusted brand position.

Kaplan International

Ben Walton

Performance Media & CRM Executive