From Low Response Rates to Strategic Insights: ESSEC Business School Transforms Feedback into Actionable Data with Explorance Blue

About ESSEC Business School

Founded in 1907, ESSEC Business School is globally renowned for its humanistic approach and its training of inclusive and multicultural leaders. With four campuses (Cergy, La Défense, Rabat, and Singapore), it welcomes over 8,500 undergraduate and graduate students and 5,000 executive education participants each year, with a network of 79,000 alumni.

The Challenge: Transforming Low Response Rates Into Actionable Data

ESSEC Executive Education offers more than 120 programs – degree, certificate, short, or customized – covering management, leadership, strategy, finance, AI governance, and sustainable transformation. It trains over 5,000 participants annually and supports around 60 client companies in the collaborative development of personalized learning paths.

Maëlys Pettirossi, Director of Quality, Data, Operations and Control, describes the initial problem: "We welcome approximately 5,000 participants each year, nearly 3,000 of whom attend open programs and 2,000 attend customized programs. My team of 13 manages data, operational and administrative services, compliance, and satisfaction measurement. In 2018-19, we observed very low response rates to our surveys. We were using an in-house solution at the time and decided to outsource by choosing Explorance Blue."

The Solution: Autonomous, Data-Driven Evaluation

The transformation was based on integrating Blue into the Quality, Data, Operations and Control department.

Maëlys explains: “Previously, we used a module integrated into our ERP. Now, training courses are created in the ERP and automatically transferred to Blue. The key difference is autonomy. We created consolidated dashboards for our management and steering committees, allowing us to compare programs, track trends, and ensure data reliability – including for accreditation bodies and rankings.

“The process is standardized: on the last day of the course or module, participants receive an evaluation email followed by reminders. Professors and instructors receive reports after completion. End-of-program questionnaires are automatically triggered upon graduation or certification. The data feeds into dashboards with access defined by governance rules, and the indicators are shared with the relevant teams – academic leadership, admissions, coordination, and program management.

"Response rates have improved since we personalized communications: participant's first name, explanation of data usage, and customized signatures. But engagement also depends on demonstrating that feedback has an impact. When we present improvements from previous cohorts, participation increases. We also address urgent issues during the program rather than at the end. Closing the feedback loop is crucial.”

She adds: “In executive education, dissatisfaction is rarely a surprise – participants voice their opinions during the program. Surveys confirm trends and allow for year-over-year comparisons. Academic directors appreciate this perspective for tracking program evolution over time.”

The Outcome: Data Quality, Engagement and Strategic Value

Today, ESSEC Executive Education has a centralized, automated satisfaction management system aligned with its strategic objectives. Response rates have improved, data is reliable, and management engagement has increased.

“The success of my role is measured first and foremost operationally: zero evaluations not initiated due to data issues,” Maëlys says. “Secondly, in terms of engagement: when management or faculty request dashboard adjustments or in-depth analysis, it means they are using the data.”

ESSEC has renewed its partnership with Explorance for three years. The next steps under consideration include migrating to the latest version of Blue, reviewing dashboard access based on the program structure, and potentially leveraging AI-powered verbatim analysis.

“We tried analyzing feedback internally, but it’s complex and time-consuming. For programs like the Global MBA, manual review remains essential. Reliable analysis supported by AI would provide real added value. Blue has allowed us to move from simple data collection to true performance management. We developed an in-house data management function that has inspired other departments within the school,” concludes Maëlys.

Further reading: New report showcases how French institutions are enhancing teaching effectiveness. Driving standards, supporting outcomes: How can we enhance teaching effectiveness and optimise the student experience?