Case Study: Twin Health achieves 3X improved member experience with SurveySparrow

How SurveySparrow Helped Twin Health Improve Member Experience

Twin is a health care company focused on helping people reverse and manage chronic metabolic disease through its Whole Body Digital Twin™ platform. Twin Health needed a better way to regularly collect member feedback across a year-long program, from onboarding through exit, but its previous tool, Apptentive, delivered a poor user experience and only a 5% response rate. To improve member experience, Twin Health looked for a more engaging survey solution, including in-app mobile SDK support and better customization.

Twin Health chose SurveySparrow to run conversational, branded surveys with conditional branching and HIPAA-compliant in-app mobile surveys. With SurveySparrow, the team reduced manual data collection, gathered feedback more efficiently, and used quarterly NPS surveys to act on member insights faster. The results were significant: response rates rose from 5% to over 30% within a year, member experience improved 3X, and the team expects to reach 50% with SurveySparrow’s Flutter SDK integration.

Twin

Abdul Rahuman

Principal Product Manager