End-to-end Email Journey for 600k Customers

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)