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These days, having a customer centric approach is critical to the success of many companies globally.\u00a0<\/span><\/p>\n It builds the foundation of how companies make decisions as they determine what is working well with their products, services, and internal processes. Aside from this, customer feedback also helps us:<\/span><\/p>\n To truly be on top of this, getting honest feedback from your customers on a regular basis is critical in guiding your decisions. There are many ways to do this including face-to-face interviews, having it on your website, or simply sending your customers the questionnaire through email.<\/span><\/p>\n At GrabForBusiness, we run regular Voice of Customer surveys to do just this. A key challenge we faced in previous years was to get clients to spend time away from their busy schedules to complete the survey, which is a problem that many companies can relate to as well.<\/span><\/p>\n For the latest round of surveys, we wanted to try something new. Would clients be more willing to provide this feedback if they were incentivised to do so?<\/span><\/p>\n How we did it<\/b><\/p>\n To test this theory, we ran an A\/B test on our base of clients. Half of them received an email stating that they would receive a token of appreciation in the form of GrabGifts vouchers upon completion, while the other 50% would not receive the incentive.<\/span><\/p>\n What were the results?<\/b><\/p>\n Across all countries, the group incentivized to complete the survey had significantly more responses. On average, the treatment group had <\/span>2x more responses<\/b> with some countries seeing this figure <\/span>jump up by 4x<\/b>.<\/span><\/p>\n As companies continue to strive for competitive edges in their product and services, creating this feedback loop with their customers will be more important than ever.<\/span><\/p>\n\n