The Challenge
Hall & Partners were looking for a customer loyalty solution that could help increase panel retention, improve their panellist's engagement with the brand while providing the market research organisation with data insights. Panel retention decreased in the previous quarter in both the United States and in the United Kingdom, which had an effect on their day to day business operations
The Requirements
Hall & Partners approached Ovation Incentives to help establish and create a positive experience for panellists by rewarding them for continued interactions with the brand with an incentive that is engaging, aspirational and motivational.
Over 90% of Hall & Partners research employs online samples, so mobile enabled rewards and instant delivery of these incentive rewards was also key.
With panellists in both the US and UK it was also crucial that rewards were inspiring brands that were appealing regardless of the individual's location.
The Solution
- 1 platform, 2 countries, 2 currencies
- A choice of eVouchers locally desirable retailer brands
- Digital rewards are fulfilled in real time directly to panellists inbox
- Dedicated in house Customer Service team
- Monthly reporting to track redemption trends
- Regular new offerings and updates to the reward to ensure the catalogue is kept fresh and inspiring to the YourWord community.
The Implementation
- API technology - allows direct integration and hosting of the selected retailers on the YourWord shop.
- Branded communications – for delivery of real time rewards
Results
- 17% growth in panel size since launch
- 68% average panel retention rate
- 1,500 eVouchers sent to panellists daily
- Digital rewards = 0 postage costs and no vouchers lost in post queries
- 100% of international UK & US customer enquires answered within 2 working days
- Used for other adhoc incentive request for other global projects