Putting candidates first: How feedback shapes assessments at Aspeq

At Aspeq, the answer is clear: it goes to Naomi Barker and the Candidate Services team, who read every single piece of feedback and use it to improve every stage of the candidate journey - from booking an exam through Aspeq’s purpose-built portal to sitting the exam itself.

“We gather feedback in several ways, covering everything from our booking systems and exam venues to individual exam questions,” says Naomi.

“It gives us a direct line to our candidates and helps us understand how we can make their experience better.”

Aspeq seeks feedback at multiple points throughout a candidate’s journey. Each quarter, all candidates who have sat an exam during that period are invited to complete a detailed survey covering every aspect of their experience. The results are analysed by Aspeq’s in-house statistical analyst and shared with the management team to identify trends, strengths, and areas for improvement.

Candidates can also provide feedback instantly at exam venues via QR-code posters, comment on specific exam questions during the exam itself, or contact Aspeq directly by phone or email.

Importantly, feedback doesn’t disappear into a void.

“Where appropriate, I’ll often write back to candidates personally. Sometimes it’s to clarify something that might not have been clear, and other times it’s to let them know their feedback is being acted on. Even if a change won’t happen immediately, we want candidates to know they’ve been heard.”

This two-way conversation helps build trust - and ensures improvements are made with a clear understanding of candidates’ needs.

“We get everything from really kind compliments to suggestions for small tweaks, like signage or stationery, through to bigger ideas that take more planning. No matter the size or tone, all feedback is valuable.”

Aspeq’s invigilators are often highlighted in positive feedback, particularly for the calm and supportive environments they create. Naomi makes sure this feedback is shared directly, both individually and through Aspeq’s regular check-ins. Suggestions for improvement are also incorporated into future training.

“Invigilators play a huge role in the candidate experience. They’re often the human face of Aspeq on one of the most stressful days of someone’s life.”

What candidates are saying

Every quarter, candidates share their experiences of sitting exams with Aspeq. Here’s a snapshot of the feedback we’ve received recently.

“[The invigilator] is an absolutely incredibly nice lady. She checks all material thoroughly and brings a nice level of calmness to the room, making a lot of people’s nerves go away. 10/10 for every exam from Donna.”

“I booked my exam over the phone as I was hoping for an earlier date than those available on the site. Fantastic customer service, and the entire booking from enquiry to confirmation took less than 24hrs. An additional session was added on the day I was hoping to do my exams, which was very greatly appreciated!”

“[The invigilators] were proactive with providing me with extra working out paper before it got to the point I needed to raise my hand, they could see me reaching the end of my original paper and had another one ready to give me.”

“[The flight examiner] is a very good examiner and every time I have flown with him he puts you at ease so you can perform at your peak. Always gives really great nuggets of wisdom to apply in real life during the debrief.”

But constructive feedback is equally valued, frequently leading to tangible change.

“We’ve updated website instructions, refined our processes, and even opened new exam venues based directly on what candidates have told us.”

In 2025, Aspeq opened a new exam venue in Melbourne following sustained feedback from candidates and just this month we establish a new centre on the Gold Coast, responding to both candidate demand and the growth of a new flight school in the region.

“Opening a new venue is a significant investment. Hearing directly from candidates gives us confidence that we’re making changes that genuinely matter.”

You asked, we listened

Candidates recently told us they were confused about the differences between two aviation language exams - what each test involved, why they existed, and which one they should sit.

In response, Aspeq worked closely with subject matter experts to develop clearer guidance for both candidates and training organisations. This included plain-language explanations of what is assessed in each exam, why those skills are tested, and what examiners are looking for.

That information was shared directly with flight training organisations to support better preparation, and added to the candidate portal so candidates could easily understand their options before booking. 

Actively seeking, reviewing, and acting on feedback is a core part of Aspeq’s commitment to innovation and to the people it serves.

“We never want to stagnate or assume we’ve got it all right. From booking an exam through to receiving results, our focus is on creating an experience that allows candidates to perform at their best. We know how much these assessments mean for people’s careers, and we take that responsibility seriously.”