WrapItUp!
A growing London-based fast food chain.
The management at Wrap it Up! wanted to experiment with asking for more engagement from their customers. They decided to ask for customer suggestions for their new breakfast menu.
WrapItUp! set up a Niggle account and asked their customers to text in their ideas to a Niggle number, starting their idea with the WrapItUp! unique code.
All ideas were rewarded by an instant voucher code sent back to the phone for 10% off their next purchase. Staff simply checked a printout of valid codes when presented at the tills.
The promotion was a huge success, resulting in hundreds of valuable ideas. Customers felt part of a decision making process, which combined with instant rewards led to increase loyalty and a rise in overall customer numbers.
How Niggle worked for WrapItUp!
Niggle is able to provide specially designed promotional materials such as posters and cards to invite customers to participate. There are at least two ways this can work (there are actually more than two - just ask us!). Customers can opt in to a one-question survey. Or a multiple-question survey. Or customers can simply send their feedback direct on a text message to the number you advertise.
The Niggle shortcode number 84555 is available for your customers to use at their standard network rate.
If the customer has opted in to a mini-survey, he or she is invited to rate the service received on a simple 1 to 5 scale, and add any additional comments either by text message or online. Customers can then be thanked for their participation with a further message, which may contain a discount or instant prize.
Niggle data is collated on a dashboard which charts service improvement over time, or lists all customer suggestions. The dashboard makes it easy to compare satisfaction between multiple outlets.
The benefits for WrapItUp!
Niggle allowed WrapItUp! to get closer to what their customers are thinking - and even link customer participation to a successful in-store promotion to increase sales.
Now read about how Pappa Ciccia used Niggle to open up communication channels with its customers.
