Case Study: uSwitch achieves streamlined webchat feedback collection with SmartSurvey

How this price comparison and switching website used SmartSurvey to implement a survey into their webchat service

uSwitch, a leading UK price comparison website in the energy sector (170+ employees), needed a way to collect feedback on its live webchat that looked and felt like part of the chat experience and could link each response back to the specific chat. To achieve this they signed up for a SmartSurvey Enterprise Account and used SmartSurvey to create a fully branded survey embedded seamlessly into the webchat window.

SmartSurvey implemented the embedded survey with Custom Variables to tag responses to individual chats and provided filtering and export features for easy monthly reporting. As a result, uSwitch now collects Net Promoter® feedback directly from webchat, can quickly identify and act on service issues, and avoided buying a separate system by using SmartSurvey company‑wide for both marketing and customer service surveys.

uSwitch

Martin

uSwitch