NPS Intelligence (beta)

TAL achieved +70 Net Promoter Score for claims customer service, supporting customer retention during uncertain times.

Our priority there is to closely track user feedback, net promoter score and engagement. Although our learning device business is still operating at a loss, it remains a key long term strategic initiative.

Insurance group TAL incorporates Net Promoter Score surveys into its new customer journey-building marketing approach.

Retention rate (Peiyou enrichment learning): 80% (Q1 2027) — “the retention rate, which is a key metric, it remained healthy at over 80% in the first quarter”

Retention rate (Peiyou small class): 80% (FY2026) — “Peiyou small class maintaining a generally stable retention rate of around 80% across fiscal year 2026”

Retention rate (Peiyou Small Class): 80% (Q4 2025) — “the retention rate for Peiyou Small Class reached 80% this fiscal quarter”

Retention rate (Peiyou offline (promotion students)): 50% (Q2 2018) — “retention rates are also better than last year's over 50%”

Retention rate: 80% (Q1 2018) — “normal retention rate is between 80% to 90%”

Retention rate (summer to fall (first year junior high)): 50% (Q2 2016) — “resulted in a very solid retention rate of over 50% in the first year class for summer to fall”