Case Study: Plane Saver achieves real-time customer feedback with Esendex SMS Surveys

Improving customer experience with SMS Surveys

Plane Saver, a not-for-profit financial co-operative, needed a more effective way to collect timely customer feedback. Their previous reliance on an annual survey meant issues were often identified long after they occurred. They partnered with Esendex to implement a system for gathering real-time, actionable insights directly from their members.

Esendex implemented its SMS Surveys solution, integrating it seamlessly into Plane Saver's existing banking platform. This allowed a feedback request to be sent automatically after customer interactions, leading to a significant uplift in engagement. The solution provided live analytics, freed up staff time by being self-serve, and replaced the costly annual survey, ultimately helping Plane Saver improve its services more quickly.

Plane Saver

Claudia Ashcroft

Customer Service Manager