Customer Success
Overview
The objective of this project is to create brand awareness and to keep customer retention by getting their feedback upon successful of their application with us. This is an ongoing survey activity run using Hotjar tools.
Duration
5 days
Project at a glance
Role
Facilitate a survey targeting users who are successfully applied and win a gift campaign with us.
Challenges
The key challenges in this project are to get user consent to publish their feedbacks on our online platform. I've worked closely with the customer experience team and content team to run this project.
Solutions
User insights with customer experience team to understand better the post-application process. Launced version 1.0 survey to see the engagement and imrpove it after 2 weeks.
Results
Successfully captured user feedbacks and user suggestions around the gift and customer experience improvement ideas. NPS score improved and published customer success initiatives across digital platform.
Customer Success Feedback
Example of final visual goes live across social media platform:
