Case Study: GigMasters achieves 50% survey response rates and real-time service improvements with Customer Thermometer

GigMasters - Customer Case Study

GigMasters, an online event services booking platform recently acquired by XO Group, handles hundreds of customer calls and emails daily and needed a better way to measure client satisfaction. They initially planned a multi-question survey but chose Customer Thermometer’s one-click, one-question approach to improve response rates and simplify feedback collection.

Customer Thermometer implemented a one-question email survey triggered about 30 minutes after each support interaction, delivering roughly 50% response rates — far higher than multi-question surveys. The tool was quick to set up with minimal development, helped surface hidden issues, enabled positive reinforcement and immediate coaching for problem cases, and saved GigMasters time and money while transforming their feedback process.

GigMasters

Jeremy Jones

Operations Director