Call Me Maybe: Does Customer Feedback Seeking Impact Nonsolicited Customers?

For your marketing

Possible founder application

Use this study as a bounded example of call me maybe: does customer feedback seeking impact nonsolicited customers?; assess whether its population, intervention and outcome match your own decision.

Reported result

What the study found

Among customers not engaged in the feedback process, recall increased 38.2% and purchases increased 77.4%. Treatment-firm revenue increased 62.0% and profit increased 54.5% versus control firms. The analysis suggests that business-level changes driven by customer feedback generated the spillovers.

Research question

What the authors investigated

What does call me maybe: does customer feedback seeking impact nonsolicited customers show about customer decisions or business outcomes?

Design

Randomized, controlled field experiment conducted in Rwanda over two years; the study examines direct effects on solicited customers and spillovers to nonsolicited customers.

Sample and setting

Customers and treatment/control firms in Rwanda; the fetched abstract describes customers, firms, and the two-year experiment but does not report numeric sample sizes.

Scope and transfer

Limitations to keep in view

Not reported in the fetched abstract/page; omitted rather than inferred. Full article methods and correction history were not independently reviewed.

Research sources

Publisher page directly retrieved; candidate metadata and reported result checked against that page. Full methods were not independently reviewed.