At Meazure Learning, our commitment to excellence and continuous improvement drives everything we do. As part of our ongoing efforts to enhance your experience with our services, we continue to expand the “Voice of the Customer” program. This program helps us actively listen to your feedback, understand your needs, and address any challenges you may encounter. Our aim is to hear more perspectives from more clients.
Please keep an eye out throughout the year for our surveys, providing you with the opportunity to share feedback. Your insights are crucial in shaping our services to better meet your needs. Thank you for being an essential partner.
Sarah Hasnoo Director, Customer Engagement
An Update Regarding the Québec Bill 96:
French-Canadian Localization
As many of you may know, in May 2022, Bill 96 was officially passed by Québec’s National Assembly, which affirms French as the common language of Québec and promotes the use of the language in the province. We have received questions from many of our Canadian clients asking how we have responded to the bill, so we wanted to address the changes we’ve made over the last two years to ensure we service our partners and their candidates in both English and French-Canadian:
The Meazure Exam Platform and ProctorU Platform are localized in French-Canadian, enabling candidates to experience the platform in their preferred language.
Our candidate-facing support articles have been translated, allowing users to view articles in either English or French-Canadian.
We also have French-speaking proctoring services available. If you are interested in learning more about this service, please reach out to your CS rep or email us.
Coming Soon for Remote Proctoring Users:
Introducing the “Welcome” and “Exam Lobby” Pre-Check Steps to Enhance the Candidate Experience
Meazure Learning is continuously focused on the balance between exam security and test-taker experience. This month, we plan to roll out two enhancements to the test-taker pre-check procedures focused on improving the launch experience. The new “Welcome” step will provide test-takers a chance to review key preparatory information at the start of the check-in process. They will be able to review what important materials they will need for authentication, what resources they are allowed to have during the exam, and what accommodations have been enabled for them by their organization.
The “Exam Lobby” step will now serve as the final stop in the pre-check process. This step helps to orient the test-taker by informing them of their placement in the connection queue, their connection status, and their expected wait time.
These enhancements aim to better set test-taker expectations about their proctoring experience and connection process while also decreasing support cases during the pre-check process. Note that these updates will not add additional time to the pre-check process.
Now Available for Remote Proctoring Users:
Video Processor Enhancements
We rolled out a new video player in our remote proctoring platform in late 2023, and we’ve received strong positive feedback. As we continue to invest in our video driver and playback functionality, we have implemented new enhancements to detect and eliminate video looping incidents that were causing abnormally long videos and/or resulting in missing videos. This update has improved the playback experience and ensures an enriched viewing experience.
Integrated Chat
We’re excited to announce that the “integrated chat” workflow has been released to all of our beta clients, and the initial feedback has been very positive! We’ve seen a 10% decrease in tech issues and 2% increase in candidate satisfaction. We will roll this feature out with more partners soon. If you are interested in being one of the first, please reach out to your CS rep for more information or email us.
Refund Process Update
As we grow, we are working toward standardizing the candidate refund process across all platforms. Effectively immediately, candidates will be directed to submit any refund requests through our 24/7 support team by filling out this form. Please update your candidate-facing materials accordingly.
Remember That We Are Here to Support You
Our operations team is available 24/7/365 to support you and your program. Please review and utilize our support avenues for the quickest response across all platforms and services.
Live Chat
Starting a live chatwith our team is the best path to use for urgent requests regarding exams that are proctored online. Remember to make sure you are selecting the “Instuctor/Administrator” option.
Open a Support Ticket
Creating a support ticket is the best path for non-urgent matters. It can be used for a variety of requests, including:
These articles answer frequently asked questions and provide detailed instructions for achieving common tasks within the ProctorU Platform.
ProctorU Platform Maintenance Schedule
We perform monthly maintenance on the ProctorU Platform, using that time to implement vital performance and stability updates. During the scheduled windows, the platform will be completely offline, meaning no one will be able to log in. Maintenance typically occurs on the last Friday of every month. The next maintenance window is scheduled for Friday, February 23, from 12–6 a.m. CT (UTC-06:00). You can review the full 2024 maintenance schedule in our support center at any time.
This Customer Success Digest and the Customer Success Resource Hub both launched in June 2023 as a result of feedback received directly from you—our clients. We have been thrilled with the response to these resources and look forward to continuing to provide you with value through Customer Success content.
We encourage you to share feedback and request new resources you would like to see in the future.
Are You Attending ATP?
Let’s Connect!
We are thrilled to be attending ATP in a few short weeks! Our team will be presenting in 10 sessions/panels during the conference, spanning topics from AI to marketing and the candidate experience. There is sure to be something for everyone. Let us know if you’d like to schedule an in-person meeting with our team while you’re there.
Uncork & Unwind With Us
If you are planning to attend, we invite you to our special “Uncork & Unwind” event at Pali Wine Co. on Monday night. Transportation will be provided for your convenience, and we’ll have some special swag and prize giveaways curated especially for our guests. Space is limited, so please RSVP at the link below if you would like to attend.
Exam security is essential to any exam program. In 2023, we made a number of improvements to our exam security functionality. Here are some of the ways we enhanced security for you and your test-takers:
920
Cheating Rings Caught in 2023
30
Online Forums Identified and Disrupted
87
Unpermitted Apps Added to the "Deny List"
Check out our “2023 Year in Review” message from last month to learn more highlights and KPIs.
Did you miss a previous CS Digest? Please click here to find archived versions.
Meazure Learning, 7901 Jones Branch Dr , Ste 330, McLean, VA 22102, United States
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