The 48-Hr Student Problem System To Turn 85% of Complaints Into 5-Star Reviews

Most Campus Directors only hear about problems after they've exploded. 

Here's the exact 48-hour escalation system that transforms frustrated students into raving fans.

The "Problem to Review" Escalation System:

Step 1 - Instructor (Within 2 Hours): When ANY student mentions a college-specific problem (out-of-syllabus questions on quiz, content gaps, system bugs, etc.) instructor immediately texts the Student Success Coordinator –

"Student issue alert: [Student Name] - [Brief problem description] - [Class/Module]. Escalating to you now."

Step 2 - Student Success Coordinator (Within 4 Hours): Coordinator calls the student –

"Hi [Name], your instructor mentioned you had an issue with [problem]. I want to understand exactly what happened and make sure we fix this for you and future students. Can you walk me through it?"

After the call, Coordinator texts the Campus Director –

 "Student escalation: [Name] - [Problem] - [My attempted solution]. Escalating to you for final resolution."

Step 3 - Campus Director (Within 24 Hours): The Director personally calls the student –

"Hi [Name], I'm [Your Title] and I heard about your experience with [problem]. I wanted to personally ensure we got this completely resolved for you. [Coordinator] told me about [their solution] - how does that feel to you? What else can we do?"

Step 4 - The Review Ask (48 Hours Later): Director texts – 

"Hi [Name], just wanted to follow up one more time on the [problem] we discussed. We've [specific actions taken]. If you feel we handled this well, would you mind leaving a quick review about how we take student concerns seriously? Here's the link: [review link]"

Why this works: The student being reached out to by multiple people within the institution shows them how the whole college is invested in their success.

The Result: 85% of complaints become 5-star reviews mentioning "amazing support" and "they really care."

The Automation Advantage: When the instructor report auto-triggers success-coordinator alerts and the Director follows up with review request sequences, every complaint becomes a reputation-building opportunity without manual tracking.

If you’d like to save yourself the manual effort, have it be completely hands-off through automations, try Gradly FREE for 30 days.

Gradly – for Canadian Directors, by Canadian Directors.

Gaurav Sharma

Fellow Campus Director & Gradly Founder

June 4th, 2025

---