Unlocking Global Voice of Customer Insights: Udemy Scales Learning Feedback Analysis with Canvs AI
Deeper Emotional Insights • Scalable Qualitative Analysis • Enhanced Insight Accessibility
Udemy, a global leader in online learning, has revolutionized how people learn. To keep pace with its mission, Udemy is continuously learning itself—about its users, their experiences, and their evolving needs. Tasked with deciphering an overwhelming amount of open-ended feedback in its Voice of the Customer Program, Udemy’s insights team turned to Canvs AI for a smarter solution. With Canvs, the team “learns deeper” by uncovering the emotions, themes, and stories embedded in unstructured feedback, transforming it into actionable insights that power innovation and enhance the learner experience.
Watch Atif Ashraf, Senior Market Researcher at Udemy, share how Canvs AI enables scalable insights and a deeper understanding of global learner experiences.
Problem
As a platform that bridges learners and instructors worldwide, Udemy’s insights team faced a formidable task: efficiently analyzing and extracting meaningful insights from an ever-growing volume of open-ended feedback. This feedback supports product development, customer satisfaction, and strategic decisions, but was labor-intensive to process. Thousands of verbatim responses—from surveys, instructor input, and sentiment tracking programs—posed a significant challenge:
- Manual analysis took too much time, often leading to incomplete insights.
- Siloed data made it hard to share findings organization-wide, hindering collaboration and limiting a unified, learner-centric strategy.
- Tight deadlines added further pressure, constraining the ability to deliver timely, actionable insights.
Solution
To address these challenges, Udemy integrated Canvs AI into its customer experience analysis, transforming the team’s approach to incorporating open-ended feedback. With powerful AI capabilities, Canvs automated the classification of topics, themes and sentiment in the data, while providing generative AI tools to quickly surface critical and actionable insights.
Udemy now uses Canvs AI for these key use cases:
Instructor Feedback Analysis
Canvs AI empowered Udemy to process detailed feedback from instructors, who often provide highly nuanced suggestions and criticisms. By streamlining this analysis, Udemy could better understand instructor needs and drive improvements in their teaching tools and support systems.
Global Sentiment Tracking Program
Each quarter, Udemy collects approximately 3,000 responses, including 2,500 open-ended comments, from its marketplace learners, Udemy Business learners, and business administrators. Canvs AI helped segment and analyze this feedback, capturing the nuance and sentiment that informs user satisfaction and preferences on a global scale.
Quarterly and Biannual Reports for Business Units
Canvs dramatically reduced the time spent preparing detailed reports for internal teams. By automating coding and analysis, Udemy could deliver dynamic data views and customized reports tailored to the needs of specific departments, ensuring faster and more effective decision-making.
Benefits
Improved Efficiency
Canvs AI allowed Udemy’s insights team to analyze vast amounts of open-ended feedback in a fraction of the time, freeing up resources for strategic initiatives and enabling them to meet tight deadlines.
Enhanced Insight Depth
Beyond identifying key themes, Canvs AI illuminated the emotions and motivations underlying learner and instructor feedback, providing the “why” behind the data and enabling deeper, more actionable insights.
Stronger Strategic Alignment
By delivering specific, data-backed recommendations, Canvs AI supported marketing and product teams in refining packaging, messaging, and strategies to better meet the evolving expectations of Udemy’s global audience.
Through its collaboration with Canvs AI, Udemy has redefined how it listens to and learns from its users. In the process, it’s scaling its ability to deliver world-class learning experiences while staying connected to the needs of its global community.
