Case Study: HomeSwapper boosts customer feedback and improves satisfaction with SightMill NPS

How HomeSwapper a successful online service deployed SightMill NPS surveys to gather analyze and act to improve customer satisfaction

HomeSwapper, the UK’s leading mutual housing exchange service with over 250,000 users and 450+ landlord customers, faced the challenge of continually delighting users and minimising competitive threat. To measure the impact of product changes and improve customer satisfaction, HomeSwapper turned to SightMill and deployed SightMill NPS surveys across its service and support sites.

SightMill embedded NPS tracking that sends ~5,000 surveys monthly and achieves a ~7% response rate (~350 responses), far higher than the <0.5% from previous methods. SightMill’s reporting shows Promoters at 45.7%, Detractors at 35.3% and an NPS of 10.4, providing a clear benchmark and monthly insight that has driven two focused improvement streams (user engagement and new features) and helped HomeSwapper measure the ROI of its product work.

HomeSwapper