How we achieve our NPS of +84

Behind each GoEast teacher, whether online or in Shanghai, stands a whole team of language consultants, campus managers & curriculum designers. Last week we had our quarterly meeting, and from the parts we can share with you, we can show how GoEast operates — and how we get an NPS of 84. (Net Promoter Scores above 50 are considered very good!)

1) Teacher scores

If you’re a student at GoEast you’ve probably received multiple surveys to rate your teacher. We’ll send you one at the beginning, and at the end of your course (and for longer courses, also in the middle). With this, we see if we are living up to your expectations & how to improve. Here Clytie is showing that slide, with the average score in blue, its frequency in orange. (The average score 4.84 out of 5.)

2) Qualitative feedback

Through personal contact, we also collect qualitative feedback, which is logged in our system. The lighting in the Yangpu classrooms was bad, so we changed the lightbulbs for less flashy ones. The chairs in the Shanghai Library campus made noise so we put down a carpet. These are things that won’t show up in a quantitative survey but are equally important.

3) Student hours

Another important metric is how many students we have, and how many hours they take with us. It’s an important metric, because students renewing classes with GoEast may be a better indicator of quality than a survey. Secondly, it brings in our revenue. We need a steady income so that we can hire great teachers and that we don’t need to compromise on teaching quality. (Luckily, we’ve going super-steady for 8 years now.)

4) Language consultant intakes

Our LC’s assess the levels of students and help them find the right learning plan and which progress to expect. During each course, each student will be asked whether the progress is on-track. And we have metrics for this as well. Each teacher will get a report of areas that go well and areas to improve.

5) Curriculum designers

You may ask yourself, ‘Mandarin is the world’s most-spoken language, isn’t there enough curriculum?’, but as for learning materials for secondary-language education, there isn’t a lot compared to a language like French or Spanish. Especially in the last ten years has Mandarin really grown as a secondary-language for English-speakers. Our curriculum designers create online lessons, workbooks for Hanzi, mock-tests and plenty of exercises to supplement the textbooks we use. Together with the LC’s, they also check which kind of exercises are most enjoyed by the students.