Customer Referral Case Study

Customer Referral

Frictionless Online Tool Drives Crazy Referral Rates

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Purpose:

For HVAC companies, the most common and best way
to create new business is by referral. We set out to find an easy and effective way to generate those all-important recommendations.

 

Research:

It’s no secret that the best referrals come from satisfied customers, but we determined that the process of creating a referral had to be quick and easy in order to be effective.

 

Hypothesis:

If we were to create a frictionless way for customers to make referrals, we would be able to increase them, thus resulting in higher sales figures.

 

Experiment:

We created an online customer satisfaction and social referral tool which measures satisfaction and encourages those who are happy with their service to refer a friend or post a positive review.

 

Results:

The tool has generated over 6,000 referrals, resulting in a potential sales value of $3.6 million. It has also saved our client almost $800,000 in survey cost vs. phone interviews. Over 125,000 surveys have been completed, and the email prompting customers to write a review has an incredible 34% response rate. Satisfied customers make it easy. We just made it a little easier.

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