Proctoring in Focus, Part 4: Driving Improvement Through Test-Taker Support and Feedback

What kind of real-time proctoring support do we provide to test-takers? 

We know exam day can be stressful, and taking an assessment online can add additional layers of anxiety. Test-takers may worry and question, “what happens if the platform crashes? What if my computer freezes and I can’t finish? What if the power or wi-fi goes out? Does my computer meet the system requirements?” When grades or a professional certification are on the line, the last thing test-takers need is more stress. Thats why we have multiple support channels to ensure test-takers have all the tools and information they need to successfully complete their exam.   

The best way for a test-taker to get immediate support is by initiating a live chat within their ProctorU account, or by calling 855-772-8678. If test-takers cannot access their account for some reason, they can also start a chat outside the platform.  

While both options are designed to connect them to information swiftly, chat is the fastest and most common way test-takers receive assistance. In 2024, we spent significant time training and improving our chat bot workflows. As a result, about 85% of test-taker inquiries can be resolved without ever needing escalation to a live agent.

For non-urgent requests, test-takers can file a general support ticket or refer to our Help Center for self-help articles, FAQs, and how-to resources. 

While all these support channels are available from multiple places within our products and communications, we also encourage clients to share them directly with test-takers prior to their assessment. Having helpful tools readily available provides an added level of assurance on what can sometimes be a stressful day.  

Since using technology can be anxiety-inducing, as you mentioned, is there a way for test-takers to make sure their equipment meets all requirements before the exam? 

Yes, test-takers can view a comprehensive list of equipment requirements prior to their scheduled exam to ensure their devices and systems are compatible with the ProctorU Platform and Guardian Browser. They can also inspect their devices via the Test It Out tool within the ProctorU Platform. This tool allows test-takers to check their equipment before the exam and connect with a technician if they uncover any issues that need troubleshooting.  

By taking a few minutes to evaluate their system, test-takers can reduce the chance of unexpected challenges on exam day and approach their assessment with confidence.  

How do we handle situations when a test-taker begins their exam but cannot complete it due to a disconnection, technical issue, or other complication that is out of their control?   

We understand that even with thorough preparation, unexpected situations can arise during an exam. We’ve developed simple processes for these scenarios to minimize disruptions and ensure a fair and equitable experience. If an active exam is interrupted due to a technical complication—such as a sudden internet outage, a dropped session, or even connection issues due to inclement weather—a reconnection workflow automatically kicks in. This guides the test-taker through on-screen troubleshooting steps and helps them independently get back to the exam quickly and smoothly.  

In most cases, test-takers can easily resume their exam within a few minutes by clicking the “reconnect” button on the screen and completing the security pre-check. If the proctor is still connected, they can help with necessary troubleshooting and connect the test-taker to the best solution. However, if the test-taker has lost too much time on the exam or is unable to reconnect with the proctor, our support representatives can step in and assist with rescheduling.       

In the rare event that the reconnection workflow doesn’t launch, the test-taker can reach out to our support team via chat or phone, with quick access to those teams available directly within the Guardian Browser interface.  

What about when a test-taker arrives for their appointment on time but cannot begin their exam for some reason?  

Sometimes, test-takers can run into unforeseen roadblocks before they are able to begin their exam. These might include expected accommodation(s) missing from their appointment, technical difficulties with equipment, issues with the LMS or exam delivery platform, internet connectivity issues, or any other sudden complication.  

When things like this occur, our team is ready to help. Our proctors and technicians work diligently to identify and resolve the issue, with test-taker advocates standing by to communicate with the test owner on the test-taker’s behalf, if needed.  

If the issue isn’t resolved within fifteen minutes, we assist the test-taker in rescheduling their exam. However, if the test sponsor’s policies prohibit rescheduling, our service team can guide them through the process of requesting special permission from their institution or administrator.  

Our support team has a strong track record of resolving these types of challenges.

Since 2021, we have successfully addressed 92.96% of test-takers’ technical issues within their existing sessions, meaning the test-takers could complete their exams without rescheduling their appointments. While we cannot always control technical issues that arise before or during an exam, our proctoring and support teams are committed to providing a smooth and reliable testing experience.

Bonus Content: Check out The Test-Taker Journey: Improving the Online Exam Experience to see how resources, technology, and support play a pivotal role in an ideal assessment process. 

We know that real-time support is essential for making sure test-takers can successfully complete their exam. Do support tickets and chats also inform long-term product roadmaps and process improvements?   

Absolutely. We promote a culture of continuous improvement—and that extends to our products and testing processes. When test-takers reach out to support, our work doesn’t stop when their specific issue is resolved. We carefully review live chat and support ticket topics to uncover trends and pinpoint inefficiencies, bugs, or processes that need improvement.  

Historically, identifying patterns in real-time support tickets have helped us spot areas for development to ultimately make the testing process smoother, simpler, and speedier. Some of the key advancements that have stemmed from test-taker support tickets include: 

• Self-Led Closing for Multiple Sessions -The ProctorU Platform has a security feature that alerts us if test-takers attempt to run multiple live exam sessions. This means that if an exam is active on one device, the test-taker cannot access the same session on a different device. This helps detect and mitigate proxy testing attempts in which a second person tries to take an exam on behalf of the test-taker via a virtual machine or screensharing application. While effective for preserving integrity, we noticed a trend in tickets and chats detailing frustration with multiple session alerts not tied to authentic proxy testing attempts. In those situations, test-takers had to contact support to close all open sessions to allow them to re-enter and complete their exam. Based on that feedback, we developed an on-screen function that allows test-takers to independently close all excess sessions without contacting support or involving their proctor. We log and track all multiple session alerts and intervene if needed; however, this on-screen function expedites the process, allowing test-takers to get back to their exam as quickly as possible and avoid distractions. 
• Chat Bot Flow Improvement – We noticed a trend in support tickets outlining instances where test-takers found themselves in a loop with our automated chat bot and experienced difficulty escalating their issue to a live agent. We implemented improvements to create a more dynamic chat exchange that offers more helpful information, articles, and links to direct support, so test-takers can access the help they need swiftly and efficiently.      

These are just a couple examples of improvements stemming from test-taker support tickets and chats.

The value provided from test-taker feedback, as well as insights from their satisfaction surveys, is imperative for making our technology and processes as user-friendly and seamless as possible. 

You mentioned test-taker satisfaction surveys are essential for improving our technology and processes. What kind of information do we collect from the surveys? 

Test-taker satisfaction is an important benchmark of success at Meazure Learning. That’s why we invite all test-takers to complete a short survey after their assessment to provide commentary on fundamental aspects of their experience, including: 

• Exam Scheduling: Were they able to make an appointment at a convenient date and time without roadblocks? If they needed to reschedule, were we able to proficiently help with that process? 

• Exam Launch: Were they able to complete the login and security pre-check steps quickly and smoothly? Did they run into any unexpected technology issues? 

• Proctor Performance: Did their proctor communicate clearly and effectively? Were they promptly available to assist with issues, if needed? Did they facilitate a distraction-free environment? 

• Overall Satisfaction: Was the exam process simple and efficient? Did the procedures make taking the exam more or less stressful? Is virtual testing a modality they would consider again? 

Who reviews test-taker satisfaction survey responses and how are they used to improve products and processes? Can you provide examples?   

We believe full transparency is the bridge between powerful technology and test-taker success. From the top down, we grant full access to test-taker satisfaction surveys so stakeholders can analyze feedback and make better informed decisions. The parties who routinely review this information include: 

1. Our Remote Proctoring Site Managers who review comments and scores to inform proctor performance management and training plans  

2. Our Operations and Support teams who examine responses to identify any technology or process patterns, as well as areas for improvement 

3. Our Customer Success Managers who help clients identify trends specific to their exams and test-takers 

4. Our Product and UI/UX teams who identify how or where people may have trouble during their testing experience 

5. Meazure Learning executives who use the feedback to inform strategic decision-making and influence prioritization of initiatives. 

6. Test Sponsors and administrators who study the overall exam experience to confirm we are meeting their needs and those of their test-takers 

Sharing test-taker remarks helps hold us accountable in our overall commitment to continuously improving the assessment process for administrators, test-takers, and proctors. 

We analyze post-exam survey responses to enhance our support processes, drive the development of new platform features, adjust policies, and refine our proctor training. This valuable input directly influences how we ultimately create exceptional testing events. Some of the key developments that have stemmed from test-taker feedback include: 

• Improved Test It Out (TIO) Tool – We received several critiques regarding the usefulness of the TIO feature. Test-takers found it confusing because they’d receive a successful TIO result prior to the exam but still run into technical issues during the assessment. We simplified the equipment check, removed the complex user interface and text, and added helpful tips to make the tool more accurate and easier to use.  

• Reduced Visual Distractions – In the Guardian Browser, we previously used a blinking dot at the bottom of the window to alert test-takers about connection issues, system messages, or any other timely information during the exam. Many test-takers found this feature to be distracting and provided feedback via the satisfaction survey after the exam. Based on that feedback, we removed the blinking dot and, instead, open the live chat window within Guardian Browser only in the event of a direct message from the exam proctor. This UX improvement minimizes distractions from minor system messages while keeping the test-taker aware of any critical information provided by their proctor.   

• Informed Proctor Performance Management – We continuously use test-taker satisfaction survey feedback to identify areas of improvement for our professional proctors. From a smooth exam launch and effective communication to providing optimal real-time troubleshooting, surveys directly impact the training our proctors undergo to best serve test-takers and represent the Meazure Learning brand.