TradeSmart's 60% Email Conversion Leap
Higher NPS participation rate
Key Insight
TradeSmart, a leading online brokerage, wanted to strengthen its relationship with existing investors through meaningful engagement. While marketing campaigns were frequent, user interactions lacked emotional depth and feedback integration.
Propel identified the opportunity to transform one-way communication into two-way engagement — by designing a campaign that measured satisfaction, trust, and sentiment in real time.
Solution Snapshot
Propel created an automated Net Promoter Score (NPS) campaign that captured user feedback and redefined TradeSmart’s communication framework.
NPS Workflow Automation
Built end-to-end automated journeys using Customer.io.
Dynamic Segmentation
Segmented users by engagement and satisfaction level (Promoters, Passives, Detractors).
Behavior-Triggered Communication
Delivered follow-ups based on user sentiment to close feedback loops quickly.
Data-Driven Iteration
Used insights from responses to refine tone, offer loyalty rewards, and enhance support outreach.
Challenge
TradeSmart had a robust user base, but limited insight into customer satisfaction.
- Manual surveys resulted in low response rates.
- No automation connected user sentiment to future communication.
- Campaigns focused on updates rather than feedback-driven retention.
The challenge was to listen at scale — using automation to turn customer feedback into actionable growth signals.
Approach
Propel built a smart NPS framework to capture, categorize, and respond to user sentiment.
- Journey Mapping: Identified ideal timing — post-transaction and post-campaign — to maximize response rates.
- Automation Logic: Set up triggers for immediate follow-ups based on NPS category.
- Personalized Response Sequences: Designed unique email journeys for promoters (referral ask), passives (value reminders), and detractors (support outreach).
- Continuous Improvement: Integrated performance dashboards to monitor scores and conversion correlation.
This approach helped TradeSmart evolve from broadcasting messages to cultivating meaningful two-way engagement.
Solution
Propel executed a multi-step campaign inside Customer.io:
- NPS Request Email: Sent after key trading milestones with dynamic personalization.
- Follow-Up Automation:
- Promoters: Invited to share testimonials and referral rewards.
- Passives: Encouraged to explore new features and investment tools.
- Detractors: Triggered a human-led support follow-up to address issues directly.
- Promoters: Invited to share testimonials and referral rewards.
- Real-Time Analytics: Captured response rates, feedback quality, and engagement metrics to refine future communication.
The campaign not only captured sentiment but used it to improve brand loyalty and retention.
Before and After
Result
TradeSmart’s NPS automation marked a major shift in its communication strategy:
- 37% higher NPS participation rate
- Faster resolution of user dissatisfaction
- Stronger loyalty loops from high-sentiment users
Propel helped TradeSmart turn user feedback into a retention lever — proving that when brands listen intelligently, users stay longer and engage deeper.
Higher NPS participation rate
