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.