Case Study: Shift achieves 340% higher response rates with Sprig

How Shift increased Response Rates by 340% with contextual targeting and delivery

Shift, an online used car marketplace, wanted to better understand why certain product launches seemed successful in quantitative data but didn’t always resonate with customers. After initially using SurveyMonkey for post-session email surveys, Shift realized the feedback was noisy, poorly targeted, and often came from the wrong users, making it hard to get actionable insight into the shopping experience.

Shift switched to Sprig and used Sprig’s web delivery and contextual targeting to survey active car browsers directly in-product, qualifying users based on browsing behavior and excluding those who had already submitted their email. With Sprig, Shift collected over 13,000 responses in 6 months, a 340% increase in response rates compared with SurveyMonkey’s 12,000 responses over 2 years, and found that 77% of respondents were satisfied or extremely satisfied with the experience. The richer, more relevant feedback helped Shift prioritize improvements like better search filters, stronger recommendations, and enhanced car detail pages.

Shift

Adam Johnston

Director of Product Management