As part of a brand and perceptions review, t2 were commissioned by Indesit and Hotpoint to manage an engagement programme with over 40,000 customers nationwide.
Indesit and Hotpoint are two brands renowned for quality products and excellent customer service. To maintain this reputation and better understand how individual products perform throughout their working life, t2 were asked to design and develop a customer survey that would deliver a quantitative analysis on the experience of using Hotpoint and Indesit products for over 40,000 registered customers.
Our primary objective was to maximise response rates, so the survey was developed in-line with a ‘free appliance’ competition and also utilised variable data print technology to rebrand the questionnaire and swap product photography according to the products that each customer already owned. By personalising content in this way, we effectively engaged with consumers by only presenting relevant information to them.
The campaign has been mailed to over 40,000 Indesit and Hotpoint customers with an automated response mechanism in place to handle replies over the next four weeks.