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The IH Promise at Dilit IH Rome

Published on Monday, March 26, 2018

In 2017 International House introduced the IH Client Promise – an explicit communication of what clients can expect when studying in any IH school. We want to make sure that all clients and students have a great experience when studying with IH.


To back this up, IHWO has started to measure Net Promoter Score®, to check that students are having a good experience. In an anonymous survey, clients are asked “How likely are you to recommend IH as a place to study”. 


The score is on an eleven point scale from 10 (Very likely) to 0 (not at all likely). People scoring 10 or 9 are “Promoters”, 8 or 7 are “Passives” and 6-0 are “Detractors”. The final NPS score is %Promoters - %Detractors. Scores can range from 100 to -100. It’s very difficult to score highly, as just a few people giving you an 8, 7 or 6 score (which doesn’t seem too bad!), reduces the overall percentage.


When surveyed in the Autumn of 2017, IH Rome DILIT received a score of 100 from their students. Every single student surveyed is a Promoter of IH Rome! This is fantastic!   


When interviewed about how she achieved this, the director, Tiziana Di Dedda, explained that “behind every student there is a dream and we MUST help them realise this”. She makes sure that all staff in the school are involved to deliver this great experience; that a personalized approach with every student is necessary; and that it’s the small touches that are noticed, and appreciated, by students.


"Well done to IH Rome DILIT – we are delighted that you offer your students such a great learning experience, and that you are a part of the IH network."

Beccy Wigglesworth

Operations Manager International House World Organisation, responsible for quality and customer experience


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