Sunday, January 8, 2023

The year 2022 in numbers

In 2022, we recorded a 35% year-on-year growth in user registrations and the number of completed English tests. It is 10 percentage points more than the annual growth in the previous "covid" year. 

We achieved world-class 71 points in the Net Promoter Score metric. 
76% of users would actively recommend Tracktest to a friend or colleague.

NPS 2022

Net Promoter Score (NPS) measures the customer satisfaction of individual Tracktest customers.

Based on the global standards, any score above 0 would be considered "good", 50 and above is excellent, while 70 and above is considered "world-class". 

Your qualitative feedback, which we have collected since 2017, is equally important. During these years, you sent us tons of valuable comments and suggestions, which we carefully evaluated and partially implemented. Here is the cloud of words you used in your product feedback most frequently: 


Our Helpdesk is a big contributor to the NPS score. Here are some KPIs reported by our ticketing system: 

helpdesk response time

helpdesk resolution time

In September, we celebrated 10
 years since launching our English Core test and registering the first test-taker on our platform.  

New features in 2022: 

  • QR codes in the certificates (March)
  • Enhanced feedback (June)
  • Audio prompts in the speaking exam (September)
  • Migration of transactional e-mails to the EU region (December)
  • New design for offline and social media (December); the website will follow in 2023.