When developing a technology used by hundreds of thousands of college applicants and admissions teams around the world, listening and adapting to user feedback is critical to staying relevant.
Feedback can be rewarding and it can be humbling. It can be disenfranchising or it can even be heartbreaking.
When we hear from our clients about how our product has given them back their evenings, how it’s easy to use, and how it’s saved them time, we feel amazing.
When we hear from an applicant who struggled with technical errors during their Kira assessment, we feel awful. The admissions process is stressful enough as it is, so our goal (and our mission as a company) has always been to make the experience easier for applicants.
To measure our progress on that mission, we ask for anonymous applicant feedback at the end of each user’s Kira assessment. Historically, we’ve kept this information among our team and our clients. However, this year we’ve decided to publish a summary of our 2017-2018 applicant feedback.
2017-2018 Applicant Experience Report
Over 70,000+ applicants left feedback on their Kira experience from April 1, 2017 to April 1, 2018.
81% of applicants rated their Kira experience either “Great” (4/5) or “Exceptional” (5/5)
48.5% of applicants rated their Kira experience “Exceptional” (5/5)
The average rating overall was slightly above “Great” (4.2/5)
9% of applicants opened a support ticket while completing a Kira assessment.
Of applicants who opened a support ticket, 94% of applicants rated their support experience as ‘good’ given the options of ‘good’ or ‘bad.’
Applicants’ Ratings of Kira Experience
Complete breakdown of ratings on a scale of one to five with five being highest.
Why publish this data?
To hold ourselves accountable for continued improvement. For 2018-2019, we are hoping to a) reduce the number of “poor” evaluations and b) reduce the percentage of applicants opening support tickets.
To celebrate our success and the success of our applicants. This year was, far and away, the highest applicant volume in Kira history. We’re incredibly proud of that fact that the vast majority of applicants had a positive experience using our platform.
To be transparent with prospective clients. Any technology vendor that your applicants interact with will reflect on your school. If you’re considering Kira, you should know what the latest cohort of applicants has to say, and we should be comfortable standing by that feedback.