Customer Success Story
How GEMS Education is closing the experience gap using AI-powered customer feedback analysis
Meeting and exceeding the expectations of parents of 200,000+ students from 176 countries is a top priority for GEMS Education, the world’s largest private school operators with 46 schools alone across the Middle East.
Read how GEMS Education uses Netigate as a holistic CX management solution to collect customer feedback, understand main impact drivers and optimise the customer experience by getting detailed insights out of feedback data.
150,000+
Responses
with more than 150,000 open text answers from parental surveys received each year.
89%
Motivation
to leave an open text answer behind the NPS rating to explain why this rating was given.
21 days
Set-up time
including the implementation of Netigate that replaced the previous vendor after 8 years.
The challenge
GEMS Education is the world’s largest private K-12 education group, with over 200,000 students from 176 nationalities across its global network. With a strong focus on families, GEMS places high importance on understanding and responding to parent feedback to enhance the overall school experience. Historically, GEMS has run a robust customer feedback programme, including an annual parent survey with response rates exceeding 60%, alongside a range of CX initiatives to gather ongoing input. However, as the volume of qualitative feedback increased, extracting timely and actionable insights became more complex. Key challenges included:
- Limited ability to drill down into granular drivers of satisfaction or concern.
- Rising costs and limited user access with previous tools.
To better support localised decision-making across its diverse network of schools, GEMS sought a more scalable, intelligent solution, one that could integrate seamlessly into its data ecosystem and enable real-time insight and action.
What do parents, students and teachers think? Each school is different in its curriculum, location, and pricing, so it’s essential to understand perceptions of the school, its leadership, and its culture. Capturing the nuance behind feedback is key to building a clear picture.
The solution
GEMS Education selected Netigate as its centralised customer experience platform, designed to empower schools, streamline data analysis, and inform retention and acquisition strategies. With Netigate, GEMS has:
- Integrated CX across the ecosystem: Feedback is captured and analysed in a single platform, integrated with internal systems for seamless access.
- Unlocked AI-powered insights: Advanced text and sentiment analysis highlights key drivers of parent satisfaction and student experience.
- Enabled decentralised action: 46 schools are now equipped to make informed, data-driven decisions through role-based dashboards and reports.
- Improved scalability and accessibility: A cost-effective model with broader access and translation capabilities ensures inclusion across all communities.
- Supported continuous improvement: Built-in task management and action planning tools help stakeholders respond swiftly and meaningfully to feedback.
This shift ensures that GEMS continues to meet and exceed the expectations of families globally, while equipping school leaders with the insights they need to maintain high satisfaction, improve retention, and drive enrolment growth.
In just 10 minutes, our schools can identify what drives success and where to improve.
Netigate turns customer feedback into clear, actionable insights — fast, intuitive, and highly effective.
Senior Vice President,
Global Data, AI & Analytics
The results
The transition to Netigate has delivered clear, measurable benefits across GEMS Education’s customer experience programme:
- Significant cost savings: Reduced overall costs by 50%, while expanding access and capabilities.
- Faster, deeper insights: AI-powered text analysis identifies key impact drivers from large volumes of open-ended feedback, enabling schools to focus on what matters most.
- Democratised access to data: A flexible licensing model gives all 46 schools direct access to feedback data, analytics and dashboards, supporting localised, data-informed decision-making.
- Actionable granularity: Survey responses can be explored in detail to surface the specific factors influencing satisfaction, loyalty, and Net Promoter Scores.
- High engagement, richer feedback: 89% of parents who gave an NPS score also provided open-text responses - offering valuable context to guide action.
- Seamless system integration: Netigate data integrates into internal systems, supporting real-time monitoring and school-level follow-up.
- Rapid implementation: The migration from the previous platform was completed in under 21 days, ensuring continuity with no disruption.
Looking ahead: A total experience by combining EX & CX
GEMS is now expanding its use of Netigate to enhance employee experience. A new HR engagement survey will give school leaders access to detailed, real-time insights into teacher engagement, moving beyond headline metrics to a deeper understanding of staff sentiment and needs.
This initiative will support more informed conversations and targeted actions to enhance employee wellbeing, professional growth, and retention across the group’s 10,000+ teachers, ultimately contributing to a stronger total experience across students, families, and staff.
GEMS Education is an international education company and one of the world’s largest private school operators. Founded in Dubai, it operates more than 60 schools across the Middle East and North Africa, and also has schools in Asia, Europe, and North America today. Throughout more than six decades in education, GEMS Education has been led by one purpose: to put a quality education within the reach of every learner.
Industry
Education
Region
Global
Company size
Enterprise (13,000+ employees)
Want to see similar results? See how our solutions can help you!
CUSTOMER EXPERIENCE
Understand your
customers
Take control of your customer
relationships. In-depth feedback
at critical touchpoints along the
customer journey.
Employee EXPERIENCE
Understand your
team
Measure employee satisfaction and
engagement to drive improvements
based on real feedback data. Happy
employees lead to happy customers.
Online Surveys
Ask anything, anytime, anywhere
Set up and deploy surveys in minutes with our customisable survey templates. Real-time reporting and consulting services on request for your successful feedback projects.
Make the difference with Netigate
Copyright © 2025 Netigate Deutschland GmbH, Untermainkai 27- 2 8, 60329 Frankfurt am Main