Emile Learning SOP for Gathering Customer Feedback

About me

I’m a Partner Manager at Builtfirst where I manage relationships with SaaS partners like HubSpot, Zendesk, Brex & more. I participated in (& organized a meetup for) a startup apprenticeship program, Praxis.

You can find me at a park playing sports, a concert, or wine tasting.

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Overview

Emile is an online learning platform for students, teachers, and schools that provide engaging short-form videos and communities to engage young students. They utilize energetic instructors, videography, and an online community for students to interact virtually with the materials in order to make schools’ and teachers’ lives easier.

This Standard Operating Procedure is written for Emile Learning as an outreach campaign to existing gathering in-depth feedback. The goal is to both show the value of using Emile for marketing purposes and gather internal feedback for improvements in a single outreach campaign. 

 

We’ll cover email templates for gathering this information, interview/survey questions, and presentation formats for a Question/Answer-style case study category on the blog. Brief, key highlights of these stories will be shared on social media with an attached link to the blog post to read more, increasing relevant website traffic and therefore SEO (Search Engine Optimization).

As opposed to asking Emile users to write short online reviews, we’ll paint a complete picture of a student’s learning experiences, personal interests, and comparisons between in-person, virtual, and Emile learning styles. This will provide a relatable experience for other students, parents, teachers, and schools to compare to their own when evaluating Emile vs. other high school education options.

For now, the student and parent Emile use cases will be covered in-depth. In the future, we’ll dive into teacher and school use cases as the program becomes widely available. Here’s an overview of all Emile Learning’s use cases:

  • Parents using Emile as a supplementary resource for their child’s learning
    • Students using Emile for supplementary learning and community resources
  • Parents choosing Emile as their child’s online high school (for credit)
    • Students using Emile as their high school education (for credit)
  • Teachers using Emile to offer engaging, supplementary lessons and materials, track progress, and empower students with an online community
  • Schools using Emile as an online platform to provide visibility into course engagement, control the pace of learning and free up valuable teacher resources

Incentivizing Feedback and Surveys vs. Interviews

An online survey could take 15-30 minutes to complete, while an interview would take 30-45 minutes to complete. For the online survey form, there should be a minimum character requirement to prevent overly brief answers to detailed questions. Providing an incentive to honestly answer these questions would help drive positive yet constructive feedback. In the following email templates, an Amazon gift card for $25 upon survey completion or $50 for interview completion will be offered.

Click here to learn how to order and send Gift Cards with Amazon.

This incentive cannot be provided for reviews on online platforms such as Google or Facebook, as it’s against their Terms of Service. But since gathering in-depth feedback through surveys or interviews takes time, it’s helpful for this format and isn’t meant for online reviews. In the future, email templates can be modified to include an online review with no financial incentive as well.

Student Case Study

Students under the age of 18 are difficult to survey, as in most states they’re not legally able to provide consent. This means a parent has to approve communication with their child in order to be surveyed, substantially increasing the time and cost involved in surveying. There’s also no way to guarantee the response is from the student in a survey. To provide flexibility, both will be offered, but with more incentive for an interview.

We’ll leave students out of any direct communication and focus on parent interviews, encouraging them to involve their child in the discussion. 

Student/Parent Case Study Hybrid

The point of contact would be the parent, but the student or both can be involved in answering these questions. 

Here’s an overview of the information gathered:

  • Student first name 
  • Whether student uses Emile for supplementary learning or for credit
  • 2-4 favorite classes
  • Hobbies and interests
  • (If available) student thoughts/feelings about online learning and Emile
  • Students’ previous classroom experiences with in-person vs. distance learning
  • Parents’ thoughts on Emile’s teachers and format – likes and dislikes
  • Parents’ thoughts on differences between in-person vs. Zoom vs. Emile with child’s engagement and performance
  • Parents’ Observations in student engagement with prior virtual learning vs. Emile
  • Feedback on whether they would recommend Emile to others and any improvements to Emile’s learning experience

Parent Feedback Email Template

This email would go out to parents of students that have used Emile for a semester or more. Completed surveys are rewarded with a $25 Amazon gift card. Interviews are preferred and therefore incentivized with a $50 gift card since it gives more opportunity for detailed answers and to have both child and parent involved. 

Wed love your feedback

Student/Parent Survey & Interview Questions

These are the complete questions addressed to parents with supplementary questions if the student is also present:

  • What’s your child’s name?
  • Does your child use Emile for credit or for supplementary learning?
  • Is your child planning to attend college? If so, what major?
  • What are some of your child’s hobbies and interests?
  • What are a few of your child’s favorite classes on Emile?
  • If your child experienced distance learning in high school, can you share how that compares to Emile?
  • Did you notice a difference in your child’s academic performance in Emile vs. their previous learning experience?
  • Would you say your child is more or less engaged with Emile’s learning experience compared to their previous learning experience? Provide any relevant examples.
    • If the child is present, ask “How does your Emile learning experience compare to your previous learning experiences? Provide any examples that come to mind.”
    • If nothing specific is shared, dive further by asking if they have specific examples to share of their experiences with their favorite subjects.
  • How likely are you to recommend Emile to another student or parent?
  • Do you have any feedback on improving Emile?
    • If the child is present, ask them the same question.

Student/Parent Social Media Post Template

A key insight should be shared as a testimonial on social media with a link to the long-form survey/interview on the website. At the bottom, you’ll notice the student’s first name and relevant subject for context on the story to see if the reader would be interested in reading further.

anna testimonial for emile

Student/Parent Case Study Blog Post Template

All of the answers would be edited for clarity and presented except the last question gathering feedback on Emile, which will be saved for internal use.

To start, the title should reflect a key insight from the student or parent. This typically comes from a specific experience they had with Emile. We’ll again utilize the previous example from Anna in AP Chem. The key insight from Anna was how she was able to gather resources from other students in the same AP classes as her.

The title for this case study could be “How an AP Chem student got the resources she needed virtually from fellow students”.

From there, the post would introduce the reader to the student or parent (or both) and then elaborate in a Q&A format. Here’s a general post format where you can fill in answers to questions with a call to action to conclude:

Brief introduction based on student’s subjects of interest, hobbies, schools/majors of interest, etc.

Q: What are a few of your favorite classes on Emile?

A: 

Can you share how distance learning compares to Emile?

A: 

Did you notice a difference in your grades in Emile vs. your previous learning experience?

A: 

Would you say _____ is more or less engaged with Emile’s learning experience compared to their previous learning experience? 

A: 

I thoroughly enjoyed hearing about ______’s experience with Emile! A key takeaway from this conversation was _______. If this sounds similar to your or your child’s experience with school, don’t hesitate to reach out to us with questions about how you can get unlimited access to Emile Learning’s 22 courses.

Consolidating Feedback

All feedback gathered should be noted in our task management system or a spreadsheet for Product team review. Once all responses have been gathered, the responses should be organized by the following categories:

  • Marketing/Sales – the product did (or didn’t) match initial expectations when using Emile
  • Product/Feature Requests – any glitches, problems, or improvements to the learning experience

By combining these categories with the relevant data about the customer and their use case, we can make better-informed decisions for a marketing campaign or product roadmap. 

Start Having Crucial Conversations

You now have everything you need to start reaching out to our valued learners with Emile. 

Remember every piece of feedback we receive is gold. Anything that sticks out should be shared both internally and on social media to show we care about how and why students and parents use our platform.

If you have any questions on how I came up with this Standard Operating Procedure, don’t hesitate to reach out. Emile, if you find this valuable and would like to utilize this, please feel free to!

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