Feeddex offers the possibility to compare different aspects of an email invitation using A/B testing, thereby determining which version is most effective in terms of achieving the highest response rate and a reliable assessment. We recently conducted an A/B test for one of our clients, the insurance company Nh1816.

Feeddex conducts ongoing customer satisfaction surveys for Nh1816 among new customers (after taking out insurance) and among customers who have submitted a claim (after settlement). Nh1816 wanted to find out whether asking the NPS question in the email would generate more responses. To test this, Feeddex conducted an A/B test. This involved randomly dividing some of Nh1816's customers into two groups. The first group received the invitation with the NPS question, and the second group received an invitation with only the link to the questionnaire (via a button). We then compared the responses over a two-month period. What was the conclusion? The analysis showed that including the NPS question in the email had a slightly positive effect on the response rate, so this invitation will now be used by Nh1816. Incidentally, this does not mean that this conclusion applies to every organization. The results depend on the target group, as we sometimes see the opposite conclusion.

It is important to have sufficient numbers to be able to draw reliable conclusions. If you have too few respondents, the results may be distorted and it will be difficult to determine which variant is actually more effective. Therefore, make sure you have enough participants for your A/B test to obtain accurate and reliable results. Using A/B testing for customer satisfaction surveys enables companies to make data-driven decisions. By experimenting with different approaches, you can discover what works best for a specific target group and context.