Good to Great: MasterStart’s Customer Experience Journey

Jessamy Amic

Posted: June 13, 2023

Table of Contents

As an online learning platform that provides professional courses to learners worldwide, it is important for our team at MasterStart to offer our learners an experience that is memorable and impactful. This is why it is so important for us to focus on our learning platform’s success – and the demand for high-quality course content and exceptional customer service is an ongoing and ever-growing experience that we offer.

Our teams have been hard at work optimising each aspect of the learners’ journey – impressively resulting in an above industry-average Net Promoter Score (NPS).

Infographic of Net Promoter Scores and MasterStarts - 
Industry Average 30-50%
MasterStart 71%

What is Net Promoter Score and Why Does it Matter?

Net Promoter Score (NPS) is a customer satisfaction metric that measures the likelihood of customers (and in our case, learners) recommending a product or service to others.

NPS provides a clear, quantifiable way to track customer sentiment over time, identify areas for improvement, and measure the impact of changes made to the customer experience. By focusing on improving our NPS score, we can increase learner retention, reduce churn, and ultimately drive growth for our learners and business. In short, NPS matters because it helps build stronger, more loyal customers and drives sustainable business success.

Infographic of how NPS scores are calculated based on the response to the question of "On a scale of 0 to 10, how likely are you to recommend this product/service to a friend or colleague?"

Why is MasterStart’s 71% NPS score so good?

An NPS score of 71% is an impressive feat for any business, but it is especially remarkable for an online learning platform. The industry average NPS score for online learning platforms is between 30-50%, making our score well above average.

This tells us that our learners are highly satisfied with their learning experience. From sign-up to lasting skills development – and ultimately likely to recommend it to others – which means as we grow, we can offer our always improving service and expand our course portfolio. All of which is essential for the growth and sustainability of South Africa’s skills development, and, of course, for our team here at MasterStart.

What does MasterStart do differently?

We can confidently say that we are different – our approach of delivering industry-leading course content through a humanised learning experience, phenomenal university and business school partnerships, and live collaboration with industry experts delivers real results for our learners.

YOU matter

Online learning can sometimes feel impersonal and isolating, with learners feeling like just another number in a virtual classroom. However, our team at MasterStart recognises the importance of human connection in the learning process and has developed a number of strategies to foster a sense of community and belonging among our learners. From engaging online forums, interactive learning sessions and connecting with our passionate industry experts – YOU matter.

Our industry experts use a range of virtual coaching and online sessions, including case studies, group discussions, and real-world examples, to create an engaging and interactive learning experience. This approach not only helps to keep learners motivated and focused but also encourages them to apply their learning to real-life situations. These sessions provide the opportunity to ask questions, receive feedback, and seek guidance on any challenges learners may be facing. Our courses are also attended by professionals from a variety of industries, providing learners with the opportunity to connect with like-minded individuals and build their professional networks.

Our Partnerships

We collaborate with top business partners and industry experts to develop courses that are both relevant and practical. This approach ensures that learners are equipped with the knowledge and skills they need to excel in their careers – learning from experts in those fields – and putting that knowledge into practice.

Customer Service

Exceptional customer service is another factor that sets it apart. From getting learners on the right courses, having a dedicated consultant that listens to each business’s needs (and we take care of the enrollment admin too!), to our Learner Success Coordinators offering personalised support and guidance – our team goes above and beyond to ensure that course participants have a positive learning experience.

What sets MasterStart apart is our relentless pursuit of improvement. Recognising that being good is not enough, that being great is our goal, and embracing a mindset of continuous growth and development is our aim for each day. By refining our offerings, listening to feedback, and adapting to the evolving needs of learners, we strive to be a true leader in the online learning industry.

Learners can expect even more innovative and impactful experiences. With a focus on delivering high-quality content, exceptional customer service, and fostering a strong sense of community, we stand ready to deliver and shape the future of online education.

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