The Customer:
This proctor company conducts over 100 classes a year in 7 different states.
The Customer’s Goal:
To provide the best customer experience for customers, and to certify them at the highest % passing score possible.
The Issues Faced:
- Paper Exams – Paper exams were causing huge issues in the customer journey process
- Had to wait weeks for the results to be returned
- Exams are sometimes marked incorrectly
- Exams are sometimes misplaced and never marked
- Customer Data – With no central, digital management account the proctor was unaware when customers certification was due to expire
- Lost Certificates – Due to the certificates not being provided in a digital format if a customer lost their certificate it took a huge amount of effort ad additional cost to be given a replacement
- Exam Difficulty – The language used in the paper exams was confusing to examinees of that educational background. This resulted in declining score rates, and also annoyed customers who felt the questions were not fair.
How Did Always Food Safe Help?
- Online Exams – Always Food Safe provided online exams that could be taken on a PC/laptop/tablet or cell phone. This allowed instant results & feedback
- 2 Exam Attempts – If an examinee failed the Always Food Safe system would show them the areas if the exam they struggled with. They could then go back and re-visit the training or take the exam again for the 2nd time free of charge.
- Management Account – All certificates and data is stored in the proctor’s management account area, allowing them to see when customers' certificates were due to expire or to provide certificates to customers who had lost them. It also allows them to compare proctor results across the company
- Exams are written by people in the industry – Always Food Safe’s exams are written by people in the food industry. So the questions are written in a way that everyone understands.
The Final Results
The passing score for the proctoring company now sits at 90%, compared to the mid-70s using the paper exam.
Customers are also far happier with the instant results and certifications.
If you are interested in trialing Always Food Safe’s proctor offering, please fill out the form below: