Opening the Door for Customer Feedback

Client

Strata – we used this tactile solution offering for our own marketing needs.

Challenge

Create a unique way to solicit feedback from customers about Strata’s services and get a pulse on brand perception.

Solution

Strata created a two-prong approach, leading with a dimensional mailer followed by an email to increase response rates. We created a package consisting of a Yeti coffee mug. Underneath the mug was the link to a survey and an incentive – a Starbucks gift card – to fill the mug if they completed the brief survey. We followed up via email to those that hadn’t responded to the initial request to boost response rates.

Results

The campaign yielded a total response rate of 46%. The dimensional mailer drove an initial response rate of 40%. The follow-up email saw a secondary increase of 6%.
More importantly, the data we collected was invaluable. It gave us our current Net Promotor Score (NPS) of +77 – exceeding other industry NPS, which range from +6 to +60. It reinforced the areas in which we’re doing well, and uncovered areas for improvement, which we’ve begun strategizing for.

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