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

{% extends "base.html" %}

{% set page_title = "Benchmark performance" %}

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

{% block content_column_content %}
{% with title=page_title %}{% include "components/guidance/nav_breadcrumb.html" %}{% endwith %}
<section class="usa-prose">
  <h1>Measuring performance with benchmarking</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
      href="https://www.cbpp.org/research/food-assistance/targeted-text-message-outreach-can-increase-wic-enrollment-pilots-show"
      target="_blank">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 class="padding-left-5">Message delivery</h3>
  <p class="font-body-lg text-light padding-left-5">Benchmark: <span class="text-bold">80%</span> of texts are
    successfully delivered
  </p>
  <div class="padding-left-2 measure-4">
    <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>
  </div>


  <h3 class="padding-left-5">Engagement</h3>
  <div class="measure-4 padding-left-5">
    <p class="font-body-lg text-light">Benchmark: Engagement rates with texts ranged from <span
        class="text-bold">17%</span>
      to <span class="text-bold">26%</span></p>
  </div>
  <div class="padding-left-2 measure-4">
    <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>
  </div>

  <h3 class="padding-left-5">Appointment requests</h3>
  <div class="measure-4 padding-left-5">
    <p class="font-body-lg text-light">Benchmark: Requesting appointments after receiving texts ranged
      from <span class="text-bold">4%</span> to <span class="text-bold">9%</span></p>
  </div>
  <div class="padding-left-2 measure-4">
    <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>
  </div>

  <p>
    The <a href="https://codeforamerica.org/resources/texting-playbook/" target="_blank">Code for America’s Texting
      Playbook</a>
    reported specific learnings around appointment reminders, completing
    document submission, and maintenance reminders.
  </p>
  <h3 class="padding-left-5">Appointment reminders</h3>
  <div class="measure-4 padding-left-5">
    <p class="font-body-lg text-light">Benchmark: Clients were <span class="text-bold">79%</span> more
      likely
      to keep
      their appointment after receiving a text reminder.</p>
  </div>
  <div class="padding-left-2 measure-4">
    <ul>
      <li>
        <p>You will likely see more completed appointments.</p>
      </li>
    </ul>
  </div>

  <div class="measure-4 padding-left-5">
    <p class="font-body-lg text-light">Benchmark: Clients were <span class="text-bold">55%</span> more
      likely
      to complete
      an interview after receiving an interview reminder</p>
  </div>
  <div class="padding-left-2 measure-4">
    <ul>
      <li>
        <p>You will likely see more completed interviews.</p>
      </li>
    </ul>
  </div>

  <h3 class="padding-left-5">Document submission</h3>
  <div class="measure-4 padding-left-5">
    <p class="font-body-lg 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>
  </div>
  <div class="padding-left-2 measure-4">
    <ul>
      <li>
        <p>To encourage response, provide a custom list of the needed documents and information about how to submit
          them.
        </p>
      </li>
    </ul>
  </div>

  <h3 class="padding-left-5">Reminders</h3>
  <div class="measure-4 padding-left-5">
    <p class="font-body-lg text-light">Benchmark: Text reminders improved case maintenance rates by <span
        class="text-bold">21%</span></p>
  </div>
  <div class="padding-left-2 measure-4">
    <ul>
      <li>
        <p>You may see less turnover in your case rates.</p>
      </li>
    </ul>
  </div>
</section>
{% endblock %}