Case Study: Not On The High Street boosts review response rates with Feefo In Mail

Not On The High Street boosts response rates 88% with Feefo

Not On The High Street, a UK-based online marketplace, faced the sector-wide challenge of declining customer feedback response rates and email fatigue. Their goal was to streamline the review process to gather more robust insights for their partners without sacrificing engagement. To tackle this, they partnered with feedback vendor Feefo to pilot its new In Mail product.

Feefo's In Mail solution allowed customers to leave reviews directly within the email, eliminating the need to click to an external site. This frictionless process led to outstanding results for Not On The High Street, including an 88% increase in response rates and a 92% form completion rate. Using Feefo's subject line tester also contributed to a 25% increase in email open rates, significantly enhancing customer engagement and feedback quality.

Not On The High Street