Case Study: Talk London boosts survey completion and civic engagement with Mailchimp

How Talk London Uses Mailchimp’s API and Automations to Get Londoners More Engaged in Policy Making

Talk London, the Greater London Authority’s civic engagement platform in London, needed a better way to engage residents in policy-making. Before, its email and survey process was manual and disconnected, making it difficult to notify people about surveys, follow up with those who didn’t finish, and gather feedback at scale. Mailchimp helped the team streamline this process using its Marketing API and automation tools.

With Mailchimp’s Marketing API and Customer Journey Builder, Talk London built a custom integration with its Drupal site and automated survey follow-up emails. The results were strong: email click rate increased from an annual average of 3.3% to 16%, 61% of follow-up recipients completed the survey, and 91% of survey starters finished it. Mailchimp also gave the team behavioral data and easier audience segmentation, helping them target underrepresented groups more effectively.

Talk London

Selina Holliday

Head of Digital Engagement