Thank you for sharing your voice: Key insights from our 2025 ‘Voice of the customer’ surveys
At Tempdent, listening to our learners and employers is at the heart of everything we do. Every year, your feedback helps us reflect, grow and continuously improve the apprenticeship service we deliver to you. Thank you to everyone who took the time to complete our recent Voice of the Customer surveys, your honest feedback and insights directly shape the changes we make.
Our team are busy behind the scenes digesting all of the survey responses which will inform our next ‘You said, we did’ activity. These are key, measurable, impactful changes that our teams put in place, based off your feedback, to continuously improve your experience with us.
Last year’s ‘You said, we did’ activity led to several meaningful improvements across our service.
- We increased the frequency of our weekly communications to learners and employers
- Protected even more dedicated time for our Tutor Assessors so they could provide more focused marking and support
- Delivered best‑practice training to our entire team to ensure every learner and employer receives a consistent, high‑quality experience at every touchpoint
As we finalise this year’s ‘You said, we did’ pledge, shaped by the most recent survey results, we’re pleased to share some of the headline insights from your feedback. These early results highlight the impact your input continues to have, and the progress we’ve made together over the past year.
Firstly, understanding the metrics: What are NPS and CSAT scores?
Before diving into the results, here’s a quick breakdown of the two key measures you’ll see throughout this blog:
Net Promoter Score (NPS)
NPS measures how likely someone is to recommend a service or organisation to others. It’s based on a single question: “How likely are you to recommend us?” It helps us understand overall loyalty and satisfaction.
Customer Satisfaction Score (CSAT)
CSAT reflects how satisfied someone is with a specific touchpoint or experience. It’s usually based on a rating scale – such as “Poor” to “Excellent” – and shows how well we are meeting expectations.
Latest learner feedback
Your feedback as learners shows strong progress across every key area of the learner journey.
NPS: Up by an impressive 31%
A significant rise that highlights growing confidence in Tempdent as a training provider.
Overall satisfaction (CSAT): Up by 6.7%
Tutor Assessor satisfaction continues to strengthen
Learners were asked how satisfied they were with their Tutor/Assessor support:
• 79% very satisfied
• 15% satisfied
• 94% overall satisfaction, up 4% from last year
Enrolment experience: 92% satisfaction
A 4% increase, with a notable 8% shift from “good” to “excellent” ratings.
Apprenticeship impact
Learners told us how their apprenticeship is helping them grow:
• 92% (+9% from previous year) agree or strongly agree their apprenticeship makes them more productive
• 94% (+4% from previous year) agree or strongly agree it makes them more confident
• 97% (+4% from previous year) agree or strongly agree their apprenticeship is relevant to their role
These results show just how transformative the apprenticeship experience continues to be.
Employer feedback
A huge thank you to our employer partners who also completed the survey.
NPS: Up by 31%
A remarkable increase, showing growing trust and advocacy from employers.
CSAT: Up by 15%
Overall employer satisfaction has risen significantly since last year.
Enrolment CSAT: 92% Satisfaction (Up 15%)
Employers noted major improvements in the apprenticeship onboarding process.
Programme experience: 81% Satisfaction
This is a 27% increase from last year’s score of 64% – a testament to the steps taken to strengthen communication, support and partnership working throughout the learner journey.
A final thank you
Your feedback, whether a comment, rating, or recommendation, helps us constantly evolve what we do. These results are more than just numbers; they are a reflection of the strong relationships between our learners, employers and the Tempdent team.
We look forward to sharing our full ‘You said, we did’ report and pledge soon, detailing the actions we’re taking based on your feedback.
Thank you once again for continuing to shape Tempdent’s future.