CASE STUDY
The company
This brand may specialize in machines for at-home coffee consumption, but one of their strongest suits has been their in-store experience. They’ve gone beyond merely selling products to creating boutique experiences for their customers, stirring up an elevated lifestyle that translates seamlessly from store to kitchen.
The challenge
The brand wanted to better understand how shoppers felt
about the in-store experience. Specifically, they wanted to collect a high volume of customer feedback to gain real-time insights while measuring KPIs like their NPS and CSAT. To truly understand the situation “on the ground,” they knew
they needed a strategy to maximize customer engagement throughout the process.
The solution
In June 2024, Chatter kicked off a customer feedback pilot in four of the coffee brand’s boutiques across Canada. To encourage shoppers to engage with the conversational feedback engine, they were offered a chance to win $500 (through a random draw) in exchange for their participation. The incentive was promoted on signage and/or receipts depending on the location; engagement rates exceeded all expectations throughout June and July.
Following such a successful kickoff, the brand began to question the necessity of the $500 expense. Could Chatter collect the same volume of customer insights without it? In August, they narrowed the campaign down to a single location to test the unincentivized prompt.
The results
The post-campaign analysis revealed customers were significantly more likely to interact with the feedback module when presented with an incentive. Based on the number of shoppers who scanned the QR code to begin a feedback session, the brand observed a significant impact on three KPIs:
+3X
Engagement was 3X higher
+ 50 pts
NPS was 50 points higher
+ 15%
CSAT was 15% higher
The takeaway was clear: shoppers—and especially satisfied ones—were more motivated to provide feedback when presented with an incentive.