Case Study: PPSPower achieves dramatically higher customer feedback response rates with Customer Thermometer

PPSPower Plugs Customer Thermometer Into Exclaimer Engine To Supercharge Customer Feedback

PPSPower, the Leeds-based backup power specialists with more than 65 years’ experience, needed faster, more representative customer feedback than their long-form surveys were delivering. Using Exclaimer for email signatures but relying on a 10-question form, PPSPower collected just 170 responses over seven years and saw 99% positive replies—clear evidence of self-selection bias—so they trialed Customer Thermometer’s embedded 1‑click email survey functionality to change how customers could respond.

Customer Thermometer was implemented via Exclaimer as simple, branded 1‑click response icons (custom “wrenches”) and team-specific thermometers, plus reporting features like a leaderboard and ribbon for team-level insights. The result was a marked increase in engagement and feedback from customers who had never responded before, giving PPSPower a much more representative picture of service performance and actionable, team-level metrics — all with minimal setup and virtually no additional effort.

PPSPower

Stephen Peal

Managing Director