Orange France Boosts Satisfaction & Survey Participation With Airship

We get super excited when customers use Airship’s technology to achieve top-notch results. This time — Orange France. 

A dominant player in the telecommunications industry and one of the largest mobile providers globally, Orange France has always been committed to delivering seamless connectivity and exceptional customer service. They recently completed a two-month project that tested the Airship platform.

Problem? Solved.

With a portfolio of over ten apps, Orange France faced the challenge of improving customer satisfaction survey participation and results. Its then-current survey vehicle, HTML webviews served to app customers, resulted in a fragmented user experience and low response rates, hindering their ability to gather valuable customer feedback and make data-driven decisions.

To tackle this issue, they first updated their mobile app to Airship’s latest SDK, which enabled them to replace the HTML webview with a native no-code survey while keeping all other elements constant. 

Using Airship’s Experience Editor, they designed and deployed a native in-app customer satisfaction survey, which allowed for a smooth, multiscreen survey experience directly within the app. 

Finally, they utilized Airship’s A/B testing capabilities to optimize button placements, driving higher engagement and better Net Promoter Score (NPS) results.

The transition to Airship’s native no-code surveys produced eye-popping results:

• 30X increase in monthly customer satisfaction survey responses
• 800X increase in survey responses within the first 24 hours of launch
• +9 point improvement in NPS ratings 

Because of its success using Airship to both engage app customers and gain more survey responses, Orange France now also employs Airship’s native no-code experiences to improve customer onboarding, activation, feature adoption and conversion.

“Since moving to Airship’s no-code native app experiences to quickly deploy, test, and adapt onboarding flows, surveys, and more, we now get as many customer survey responses in a day as we used to receive in a month.” 

— Laurent Claramonte, Head of Data – Mobile Applications, Orange France

Read the full success story here.

Work With Airship 

Airship translates the Experience Editor’s visual input into native code for iOS, Android and the web for optimal performance, accessibility and built-in measurement, enabling real-time experimentation and adaptation without developer support. Airship customers gain efficiencies by building campaigns, journeys and experiences once and deploying them everywhere, ensuring cohesive customer experiences wherever they choose to interact.  

Get in touch to discover how Airship can partner with your brand to enhance customer experiences and drive better results. 

Also, check out our Engagement Benchmarks Report to understand critical lifecycle benchmarks to assess and improve your performance.