How many times have you received an email that requests you to go to a page to fill out a form? And how many times have you thought, ‘too much time’ or ‘I’ll do it later’? What if the customer did not need to leave the email invite in order to answer the NPS question?
Resonate is continuing to invest and innovate its surveying platform by allowing the first question to be answered directly from email. Through A-B testing, this new function has shown to generate twice the responses. It allows users to respond to the key question without being taken to another browser.
A successful customer feedback program has data as the foundation piece, without the right response rates the best of programs can fall over. By embedding the ultimate question within the outgoing email encourages engagement and provides the option to respond instantly. The reduced clicks leads to great number of responses.
A leading organisation utilising Resonate’s Pulse platform reported a 260% increase in responses within the first two weeks upon deployment. It gave management team a far better outlook into the overall NPS score on the brand. At the same time, more respondents were inclined to fill in the additional questions as they were committed to the survey itself.
If you would like to know more about how you can incorporate this latest innovation please reach out to the team at Resonate.
Resonate is the leading Australian SaaS Customer Experience Management (CEM) provider. Resonate’s methodology combines technology and expert advice to tailor voice of customer programs for enterprises to drive customer advocacy. The Resonate Pulse platform is designed to capture comments, measure Net Promoter Score and close the loop on customer feedback through various channels. Whilst delivering valuable real time actionable insights from the frontline to the C-Suite. Based in Sydney, Resonate Solutions is trusted by a number of the world’s leading brands. Learn more at resonatesolutions.com.au.