44% dropout before 30% completion, an 11% refund rate, and disappointed learners citing poor fit
Dropout rate was high — 44% of learners dropped out before completing 30% of their course. Exit surveys pointed to the same reason: 'the course wasn't what I expected' or 'I realised this wasn't right for me.' Refund requests were running at 11% of new enrollments. The support team was spending a disproportionate amount of time managing disappointed learners rather than helping successful ones.
Career assessment integrated before enrollment — learners know it's the right course before they buy
Integrated Career as a mandatory pre-enrollment assessment. Before purchasing any course, learners complete a 20-minute fit assessment. Career's report shows which courses align with their current skills, interests, and career goals. The assessment also surfaces adjacent courses learners hadn't considered — increasing average basket value while improving fit.
NPS up from 32 to 54; early dropout down 41%; refund rate nearly halved
Early-stage dropout in the first 30% of a course reduced by 41%. Learner NPS improved from 32 to 54 — a 69% improvement. The refund rate fell from 11% to 6.2%. Course completion rates improved across all categories. Learner-reported course satisfaction increased by 23%.
“Our refund problem wasn't a payment problem — it was a fit problem. Career solved it before learners even enrolled. The NPS jump was the most direct signal that something fundamental had changed.”