Case Study: a leading Asian finance company triples survey responses with SurveySensum

How a Leading Asian Financial Company Tripled Its Survey Responses (9% to 24%)

a leading Asian finance company was struggling with low survey response rates for its customer feedback program, relying solely on email surveys which yielded only a 3-9% response rate. This lack of data made it difficult to quantify the impact of changes and identify service gaps. They partnered with the vendor SurveySensum and its CX platform to address this challenge.

SurveySensum implemented a multi-channel solution, distributing surveys via SMS and WhatsApp in addition to email, while ensuring no customer was contacted twice. They also empowered support agents to nudge customers for feedback immediately after resolving an issue. As a result, the company tripled its feedback volume and its survey response rate jumped from 9% to 24% within just two weeks, providing deeper visibility and faster issue resolution.