Customer Case Study
Airship No-Code Native Surveys Grow Orange Customer Feedback 30x
Orange is the dominant telecommunications company in France and one of the world’s largest mobile providers, with over 290 million customers globally.
Airship Surveys Increase Response Rates & Customer Satisfaction
30x
more response rates
+9
increased NPS rating
Overview
Orange measures customer satisfaction daily across its 10+ mobile apps to gather customer feedback and make data-driven optimizations. The telecom leader sought to increase the volume of survey responses with seamless in-app survey delivery.
Challenge
Orange measures customer satisfaction to gauge the effectiveness of app experiences. Its previous survey delivery method – HTML webviews – resulted in fragmented experiences and low response rates. As a result, Orange wasn’t able to gather the insights they needed to make data-informed app improvements. The company turned to Airship to improve and streamline the delivery of customer satisfaction surveys – without investing any developer resources.
Results
With Airship’s latest SDK for no-code native experience creation, Orange quickly deploys, tests, and adapts in-app surveys. The integrated, non-disruptive experience has resulted in 30x more survey responses in just two short months.
“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
Solution
Increasing Engagement and Satisfaction with Measurable App Improvements
End-to-End, No-Code Survey Development and Deployment:
Airship’s Experience Editor enabled Orange product owners to easily customize and launch a consistent, multiscreen experience without investing any developer resources
A/B Testing for Data-Driven Optimizations:
Orange experimented with button placement to increase click-through rates, adapting in real-time to maximize engagement and scale feedback collection
More Responses, Greater Satisfaction:
Orange significantly increased the volume of survey responses in a short period of time, enabling powerful conclusions about what is (and isn’t) working.
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