The Situation

Feedback is one of the keys to continuous improvement. Creature Comforts strongly believes in that and makes use of Net Promoter Score (NPS) survey as a feedback collection tool to measure and understand the customer satisfaction level of their services.
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In the past years, Creature Comforts sent out the NPS survey to pet owners via email. However, the response rate was not as expected, it even dropped below 10% in 2021.  

What to Achieve 

#WhatsAppAPI #interactivemessage #chatsurvey

Low survey response rate means that Creature Comforts cannot fully understand the feedback from their pet owners, making it difficult for them to fulfill their customer needs. Hence, one of their business goals was to improve their survey response rate.
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Creature Comforts reacted by finally adopting MPower’s Solution to distribute their NPS survey via WhatsApp Business API. 

Adoption of MPower Solution 

With MPower’s Solution, Creature Comforts can deliver personalized NPS survey with details such as the name of the pet owner and the hospital they have recently visited. They also utilized WhatsApp Business API’s exclusive interactive buttons. With just 2 clicks, pet owners can now response and rate their veterinary experience at Creature Comforts. In addition to the power of human touch, the survey response rates have significantly increased to 30%, which is 3x compared to using email survey. ​​

Creature Comforts successfully made changes to their ways of communication by adopting MPower’s Solution. This not only allows the pet owners to response survey faster via their daily chat channel, but also allows Creature Comforts to communicate and respond to the pet owners in real-time. ​​

#3x #responserate #customersatisfaction #engagement
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​Their Success

• Response rate reached 30%, 3x increase comparing with email

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