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<h2>The challenge</h2><p>The Training Room are specialists in providing training courses for a wide range of industries including health & fitness, IT, software/ web development and adult social care, to name a few.</p><p>Priding themselves on their customer service, they wanted an authentic way of showing that they provide a reliable and approachable service for all of their students, so turned to Feefo to start collecting real reviews from their students.</p>

Head of Marketing

<h2>The solution</h2><p>Concerned that the response rate may be low, and the cost would be more than the return, in both time and money, The Training Room endeavoured to use Feefo’s Feedback Request Manager to splittest a variety of feedback requests to maximise responses.</p><p>The fully-customisable feedback request templates allowed The Training Room to explore ways in which they could further optimise their response rate. They created a strategy to test response rates based on time and day of send, subject line, feedback form content and whether a reminder email was sent. The testing was invaluable, and they quickly made the following changes to their feedback requests as a result</p><ul><li>The subject line of their email to ‘The Training Room would love to hear from you’</li><li>The heading to ‘How many stars would you give your booking experience?’</li><li>Made sure the wording on their feedback form reflected exactly what they wanted the customer to review</li><li>Identified the optimum time to send feedback requests to maximise response rates</li><li>Scheduled a feedback reminder one week after the initial email to those who hadn’t yet left feedback</li></ul><h2>The results</h2><p>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%.</p><p>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.</p><p>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.</p><p>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.</p><p>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.</p>

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Because their opinion matters

What is Feedback Request Manager?

<p style="text-align: center;"><span style='color:rgb(14, 16, 26);'>From the test drive to the check-in moment, no matter where they’re at in their journey with you, find out what your customer feels. Then use their opinion to tailor future experiences.&nbsp;&nbsp;&nbsp;</span></p><p style="text-align: center;"><span style='color:rgb(14, 16, 26);'>Because whose voice matters more than your customers?&nbsp; &nbsp;</span><span style="text-align: center;"><span></span></span></p><p style="text-align: center;"></p><p style="text-align: center;"></p><p></p>

What does it do?

<ul style="text-align: center;"><li style="text-align: center;">Contact your customers at every step of their journey and ask them to share their opinions&nbsp;&nbsp;&nbsp;</li><li style="text-align: center;">Gain a deep understanding of what’s working and where improvements are needed&nbsp;&nbsp;</li><li style="text-align: center;">Tailor your feedback campaign through SMS, survey links, and in-store QR codes&nbsp;&nbsp;</li><li style="text-align: center;">Adapt your message request for each customer at every moment&nbsp;&nbsp;&nbsp;</li></ul><p></p>

<p><span style='color:rgb(14, 16, 26);'>Listen and learn from your customers, safe in the knowledge that the feedback you receive is for your eyes only.</span></p>

Create public or private feedback campaigns

<p><span style='color:rgb(14, 16, 26);'>You’re fully in control of what you say, to who and when. Adapt the question type, format, and message for each moment that matters.&nbsp;&nbsp;&nbsp;</span></p>

Tailor your message

<p><span style='color:rgb(14, 16, 26);'>When it comes to your business, who’s more important than your customers? Feedback Request Manager lets you tailor your entire customer feedback strategy, making their opinions matter every step of the way.&nbsp; &nbsp;</span></p><p><span style='color:rgb(14, 16, 26);'>&nbsp;&nbsp;</span></p>

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Shake up your engagement strategy 

<p style="text-align: center;"><span style="text-align: center;">From the moment they buy to the first time they use it, your customers will have thoughts on your product, service and brand. Get a clear view of their experiences with Feedback Request Manager, both in-branch and online. Build stronger relationships and show them you care about consumer confidence. You choose the timings, format, and messaging.&nbsp;&nbsp;&nbsp;&nbsp;</span></p>

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Head of Marketing, The Training Room

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Feedback Request Manager

<p><span>Manage your reporting process with ease by segmenting your product and sales feedback with custom options. Filter data faster — by brand, product, colour, store area and more — to get deeper into the details you really care about.</span></p>

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<p><span>Craft tailored responses that resonate with your customers' individual journeys. From personalised emails to thoughtfully designed feedback forms, our platform enables you to create impactful, customised communications. Strengthen brand awareness, foster connections, and transform customers into loyal brand advocates.</span></p>

Personalised responses for every review

<p><span>Empower your customer support with a library of pre-designed response templates that align with your brand identity and audience. This toolset allows you to promptly address reviews, thereby enhancing the overall customer experience. Instantly define customer groups, whether new or existing, and send compelling feedback requests that customers will be eager to engage with.</span></p>

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The Training Room increase response rates by 331% using Feedback request manager

The Training Room increase response rates by 331% using Feedback request manager

The Training Room increase response rates by 331% using Feedback request manager

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