The Training Room

increase response rates by 331% using Campaign Manager Tool

Case Studies

The Challenge

The Training Room are specialists in providing training courses for a wide range of industries including health & fitness, IT, software/ web development and adult social care, to name a few.

Priding themselves on their customer service, they wanted an authentic way of showing that they provide a reliable and approachable service for all of their students, so turned to Feefo to start collecting real reviews from their students.

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“Our partnership with Feefo has offered us much greater insights into our business through the real opinions of our students. This has further enabled us to put our students at the heart of everything we do. Achieving response rates of 11.8% has been brilliant and we’re so proud to showcase these reviews on our website.”

Glyn Hurll, Head of Marketing

100%

331%

increase in feedback response rates

The Solution

Concerned that the response rate may be low, and the cost would be more than the return, in both time and money, The Training Room endeavoured to use Feefo’s Campaign Manager Tool to splittest a variety of feedback requests to maximise responses.

The fully-customisable feedback request templates allowed The Training Room to explore ways in which they could further optimise their response rate. They created a strategy to test response rates based on time and day of send, subject line, feedback form content and whether a re:minder email was sent. The testing was invaluable, and they quickly made the following changes to their feedback requests as a result

  • The subject line of their email to ‘The Training Room would love to hear from you’
  • The heading to ‘How many stars would you give your booking experience?’
  • Made sure the wording on their feedback form reflected exactly what they wanted the customer to review
  • Identified the optimum time to send feedback requests to maximise response rates
  • Scheduled a feedback reminder one week after the initial email to those who hadn’t yet left feedback

75%

increase in feedback open rates

93%

4.7

Feefo star rating

The Results

After making these simple changes to optimise their review strategy, The Training Room quickly saw impressive results. In just two months, open rates shot up to 75.1%, an increase of 61.2%. Response rates also reached record highs of 11.8%, rising an incredible 331.4%.

Feefo’s reminder function also sparked their customers into action. Sending out a second email encouraging customers to leave a review one week after the initial request led to a further increase in response rates.

The increase in response rates means The Training Room are now collecting more reviews than ever before and gaining first-hand insight into their customers’ experiences.

They have gone on to create a specific campaign to gather feedback at multiple touchpoints, one being as soon as a customer has booked a training course, and one at the end of the course, enabling them to understand the entire customer journey and gather valuable insight about the booking process.

As such, they have achieved a 4.7-star rating on Feefo from hundreds of real reviews; winning the Feefo Gold Trusted Service Award for 2018 and 2019, further demonstrating the quality of the service and giving prospective students even more reason to choose to learn with them.

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