Case Study


Haycom

Customer Insights

Objectives:
  • To gain a better understanding of, and insights into, how the business can improve their offering to further help customers and their events
Strategy:
  • A customer insights survey to clients invited clients to share their honest thoughts and opinions on products, services and customer support provided by Haycom. The survey was
    also used to uncover Haycom’s Net Promoter Score (NPS).
  • The survey was sent via a designed EDM to a total of 147 of Haycom’s top tier clients
  • The survey included a total of 5 questions of both a qualitative and quantitative nature
  • As an incentive to complete the survey, everyone who completed the survey went into a draw to win an iPad mini
  • A follow up email was sent to contacts who hadn’t responded, before the survey was closed and analysed
Results:
  • The survey garnered a completion rate of 90.32%
  • Haycom were provided with a thorough and easy to understand breakdown and analysis of the survey responses, illuminating their Net Promotor Score as well as highlighting the company’s strengths and areas of improvement to be addressed

In a recent client survey, Zadro achieved a Net Promoter Score of 91!