A NET Promoter Score (NPS) survey, jointly released by Shenzhen, Futian and Bao’an consumer councils, shows that nearly 40 percent of respondents for the survey changed lesson plans or requested a refund from online English education platforms.

The survey selected a total of 10 popular online English education platforms. According to the survey, the top three online English education platforms are VIPKID, DaDa and 51Talk.

The average score of the 10 online English education platforms was 22.12, indicating that consumers are willing to recommend these platforms and acknowledge the service of the industry.

The NPS survey takes seven elements into consideration, namely brand value, price, service attitude, teacher’s comprehensive abilities, education quality, students’ learning experience and after-sales service.

Education quality is consistently the consumers’ top priority when choosing an online education platform, followed by other factors. These generally are teaching professionalism and learning outcomes. Data also suggested that consumers prefer renowned platforms with good reputations and service attitudes.

In addition to the NPS survey, the councils also conducted an undercover investigation to learn more about the services provided by the 10 platforms. Under this investigation, the top three online platforms are Ping An Haoxue, DaDa and VIPKID.

More than 50 percent of the survey participants said they spend 5,000 yuan (US$761) to 10,000 yuan each year on online English learning platforms. (Wang Jingli)