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The challenge

After a series of attempts to generate customer feedback survey completions, Residential Management Group (RMG) approached us to help them drive more engagement from their large customer base and improve the conversion process.

The challenge
The challenge
The challenge

The solution

Firstly, we spent time reviewing RMG's data and processes so we could determine what worked well for them and where we felt that their efforts could be improved.

We put a very clear framework in place to optimise and test a series of customer communications intended to drive survey completions.

We refined the entire process, reducing the amount of steps required for customers to have their say - making it as easy and enjoyable as possible.

We reviewed their 10,000+ customer base to develop a series of split tests that would help us produce the best ROI from this project.

 

We determined three small audience cohorts on which to do the testing. Tests included variants on tone of voice, style, colour, images, layout and personalisation which led to over 1,000 iterations, each providing valuable insight into what works and what doesn’t.

Our research findings suggested we adopt a touch first approach to emails and surveys. Not just because of increased mobile usage amongst the audience, but because large icons and images generate much more engagement than text and tick boxes.

Throughout the testing, we generated an unprecedented amount of insight about what techniques work for RMGs specific audience.


We put a clear framework in place to optimise and test a series of customer communications.

We put a clear framework in place to optimise and test a series of customer communications.


We refined the entire process, reducing the number of steps customers had to take to have their say.

We refined the entire process, reducing the number of steps customers had to take to have their say.


We developed a series of split tests using their customer base to help us produce the very best ROI.

We developed a series of split tests using their customer base to help us produce the very best ROI.


RMG_Survey_FSC1
RMG_Survey_Chart2

The impact

We improved survey completion rates from 1.78% to 26.3% for our client - increasing the number of responses generated by almost 15 times. This was a monumental improvement on their previous efforts.

At the end of the project, we provided them with a summary of the best practice approaches to influence their customer communications strategy going forward.


15x

the number of customer feedback survey responses generated as a result.


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