Case Study: LendingTree increases customer satisfaction with Explorance Blue

How One Online Company Increased Customer Satisfaction

LendingTree, an online marketplace that connects consumers with multiple lenders, needed better insight into customer satisfaction and service issues as its business grew. To address this, it worked with Explorance and its Blue survey platform to create a more efficient way to gather and analyze customer feedback.

Using Blue, LendingTree automated much of its survey creation, reporting, and reminder process. The company now sends about 10,000 surveys a month and gets a response rate of 20 percent or higher, while cutting survey results cycle time from over five days to less than 30 minutes; customer satisfaction also rose by 10 percent.

LendingTree

Sam Aborne

Six-Sigma Black Belt