End-to-end Email Journey for 600k Customers

Written By Dakota Shane Nunley
 

Objective:

Overhaul and optimize user experience for Scratchpay’s 600,000+ loan borrowers as it relates to email – from start to finish.

Key Results:

  • Increased average email open rates from 33% to 46%

  • The revamp caused a 17% increase in customer retention by month 6

  • Customer NPS score increased from 68 to 71, improved user experience being primary driver (based on customer survey)

 
Dakota Shane Nunley
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