notifications-admin/app/templates/views/guides/benchmark-performance.html

{% extends "base.html" %}
{% import "components/nav_breadcrumb.html" as breadcrumbs %}

{% set page_title = "Measuring performance with benchmarking" %}

{% block per_page_title %}
{{page_title}}
{% endblock %}

{% block content_column_content %}
{{ breadcrumbs.breadcrumb(page_title, "Best practices", "main.best_practices") }}

<section class="usa-prose">
  <h1>{{page_title}}</h1>
  <p class="font-sans-lg text-base">Learn how effective your texting program can be.</p>

  <p>
    Several factors determine a messaging campaign’s success, but the performance of previous projects can help set
    expectations. Get to know what other government texting initiatives have done as a way to benchmark your own
    performance.
  </p>
  <h2>What other texting studies have found</h2>
  <p>
    When the <a class="use-link usa-link--external"
      href="https://www.cbpp.org/research/food-assistance/targeted-text-message-outreach-can-increase-wic-enrollment-pilots-show"
      target="_blank"
      rel="noopener noreferrer"
      aria-label="Center on Budget and Policy Priorities (opens in a new tab)">Center on Budget and Policy Priorities</a> studied WIC, they found key learnings about the
    quantity of messages delivered, how people engage with messages, and how they take action.
  </p>

  <h3>Message delivery</h3>
  <p class="text-light">Benchmark: <span class="text-bold">80%</span> of texts are
    successfully delivered
  </p>
  <ul>
    <li>
      <p>
        You may discover that some numbers are temporarily or permanently unavailable due to service being
        discontinued,
        numbers changing, or being a landline.
      </p>
    </li>
  </ul>

  <h3>Engagement</h3>
  <p class="text-light">Benchmark: Engagement rates with texts ranged from <span
      class="text-bold">17%</span>
    to <span class="text-bold">26%</span></p>
  <ul>
    <li>
      <p>
        The highest rate of engagement with a text comes within hours of sending. Engagement rates include any kind
        of
        action taken due to a text, including replying “STOP” to prevent future texts.
      </p>
    </li>
  </ul>

  <h3>Appointment requests</h3>
    <p class="text-light">Benchmark: Requesting appointments after receiving texts ranged
      from <span class="text-bold">4%</span> to <span class="text-bold">9%</span></p>
  <ul>
    <li>
      <p>
        Requesting appointments is a specific type of engagement. Provide a phone number or link to an online
        appointment
        request form.
      </p>
    </li>
  </ul>
  <p>
    The <a class="use-link usa-link--external"
      href="https://codeforamerica.org/resources/texting-playbook/"
      target="_blank"
      rel="noopener noreferrer"
      aria-label="Code for America's Texting Playbook (opens in a new tab)">Code for America’s Texting
      Playbook</a>
    reported specific learnings around appointment reminders, completing
    document submission, and maintenance reminders.
  </p>
  <h3>Appointment reminders</h3>
  <p class="text-light">Benchmark: Clients were <span class="text-bold">79%</span> more
    likely to keep their appointment after receiving a text reminder.</p>
  <ul>
    <li>
      <p>You will likely see more completed appointments.</p>
    </li>
  </ul>
  <p class="text-light">Benchmark: Clients were <span class="text-bold">55%</span> more
    likely to complete an interview after receiving an interview reminder</p>
  <ul>
    <li>
      <p>You will likely see more completed interviews.</p>
    </li>
  </ul>

  <h3>Document submission</h3>
    <p class="text-light">
      Benchmark: Clients were <span class="text-bold">6%</span> more likely to complete document submission after
      receiving a customized list of required documents via text
    </p>
  <ul>
    <li>
      <p>To encourage response, provide a custom list of the needed documents and information about how to submit
        them.
      </p>
    </li>
  </ul>

  <h3 class="font-body-xl">Reminders</h3>
  <p class="text-light">Benchmark: Text reminders improved case maintenance rates by <span
      class="text-bold">21%</span></p>
  <ul>
    <li>
      <p>You may see less turnover in your case rates.</p>
    </li>
  </ul>
</section>
{% endblock %}