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

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

Not On The High Street, a UK online marketplace for unique gifts, faced the sector-wide challenge of declining customer feedback response rates due to 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 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 away to another page. 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 tools also contributed to a 25% increase in email open rates, significantly enhancing customer engagement and insights.

Not On The High Street