Aceable is a top-ranked platform for aspirational education in the US. They’ve helped tens of millions of people prepare for driving exams, real estate licensing exams, and more.
The most important question for Aceable is, Are we making this easy and intuitive for our students? Unsurprisingly, CES (Customer Effort Score) surveys are central to Aceable’s success.
An effortless CES solution
We asked Montie, Aceable’s CX enterprise tooling program manager, to explain what drew her team to Simplesat.
Before they started using a customer feedback management platform, Aceable relied on Zendesk’s native CSAT surveys. These worked well enough for yes/no questions, but Aceable’s students had more complex feedback to offer.
Montie’s team struggled to customize Zendesk’s surveys to fit their needs, so they started shopping around.
Their needs were straightforward:
✅ Flexible survey creation — they wanted to ask CES questions and modify the rating scale to fit their students’ needs
✅ Multiple questions — in addition to asking about the ease of the user’s experience, they wanted to ask about agent performance in the same survey, and to add specific follow-up questions depending on the course
Zendesk integration — the tool needed to fit their existing workflow
✅ Intuitive UX
✅ Brand customization
✅ Affordability — other feedback solutions had extra features Montie’s team didn’t need and didn’t want to pay for
✅ No binding contract
This was during the pandemic, and Simplesat didn’t have a pre-made CES survey option at the time. But our CSAT surveys have always been very easy to customize, and the two survey types are structurally identical.
Simplesat stood out with its straightforward pricing structure, and Montie’s team soon realized our surveys could easily fit their needs exactly.
“We didn't need all these bells and whistles. We didn't need a million different survey types. We didn't need these complex packages because we were like, we really need one survey tool that can do one thing for our students that I can customize by brand in some way.”
They gave Simplesat a try. The setup process was very quick, and it took no time to use the CSAT survey function to get the CES score that they wanted. The surveys were visually appealing and they easily customized them to fit the Aceable style.
The Simplesat survey creation process now offers CES from the get-go, but Montie’s team is extremely happy with the questions they set up years ago.
A fruitful partnership
Aceable’s CX team has never had a reason to regret choosing Simplesat.
“Your team has been excellent. I mean, I've worked with Hannah for the last four years on a lot of things, and it's always felt very collaborative and like y'all aspire to meet your customers’ needs and solve their problems.”
Montie and her team have been using the Zendesk infrastructure to analyze Simplesat survey feedback. The automation was easy to set up and modify. The data gets pulled into MaestroQA through the Zendesk integration, giving the team a big-picture view of their agents’ performance.
Simplesat helped Aceable scale up without ever compromising on quality. Relying on survey responses, they deploy complex surveys, learn about their students’ pain points, and offer better and more personalized service.
At the moment, Aceable is migrating to Gladly. Montie spoke to our Success team about their plan, and we started building our Gladly integration immediately.
According to Montie, working with Simplesat has been an extremely positive experience, and she highly recommends us to anyone looking for a flexible survey solution.
Simplesat grows and improves alongside our partners. We love working with service-oriented, passionate partners like the Aceable team, and it’s our privilege to build the tools they need.
