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79 lines
3.4 KiB
HTML
79 lines
3.4 KiB
HTML
{% extends "base.html" %}
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{% set page_title = "Benchmark performance" %}
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{% block per_page_title %}
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{{page_title}}
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{% endblock %}
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{% block content_column_content %}
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{% with title=page_title %}{% include "components/guidance/nav_breadcrumb.html" %}{% endwith %}
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<section class="usa-prose">
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<h1>Measuring performance with benchmarking</h1>
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<p class="font-sans-lg text-base">Learn how effective your texting program can be.</p>
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<p>
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Several factors determine a messaging campaign’s success, but the performance of previous projects can help set
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expectations. Get to know what other government texting initiatives have done as a way to benchmark your own
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performance.
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</p>
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<h2>What other texting studies have found</h2>
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<p>
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When the <a
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href="https://www.cbpp.org/research/food-assistance/targeted-text-message-outreach-can-increase-wic-enrollment-pilots-show"
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target="_blank">Center
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on Budget and Policy Priorities</a> studied WIC, they found key learnings about the quantity of messages
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delivered, how people engage with messages, and how they take action.
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</p>
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<h3>Message delivery</h3>
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<p class="font-body-lg text-light">Benchmark: <span class="text-bold">80%</span> of texts are successfully delivered
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</p>
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<p>
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You may discover that some numbers are temporarily or permanently unavailable due to service being discontinued,
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numbers changing, or being a landline.
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</p>
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<h3>Engagement</h3>
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<p class="font-body-lg text-light">Benchmark: Engagement rates with texts ranged from <span
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class="text-bold">17%</span>
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to <span class="text-bold">26%</span></p>
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<p>
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The highest rate of engagement with a text comes within hours of sending. Engagement rates include any kind of
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action taken due to a text, including replying “STOP” to prevent future texts.
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</p>
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<h3>Appointment requests</h3>
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<p class="font-body-lg text-light">Benchmark: Requesting appointments after receiving texts ranged from <span
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class="text-bold">4%</span> to <span class="text-bold">9%</span></p>
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<p>
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Requesting appointments is a specific type of engagement. Provide a phone number or link to an online appointment
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request form.
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</p>
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<p>
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The Code for America’s Texting Playbook reported specific learnings around appointment reminders, completing
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document submission, and maintenance reminders.
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</p>
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<h3>Appointment reminders</h3>
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<p class="font-body-lg text-light">Benchmark: Clients were <span class="text-bold">79%</span> more likely to keep
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their appointment after receiving a text reminder.</p>
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<p>You will likely see more completed appointments.</p>
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<p class="font-body-lg text-light">Benchmark: Clients were <span class="text-bold">55%</span> more likely to complete
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an interview after receiving an interview reminder</p>
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<p>You will likely see more completed interviews.</p>
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<h3>Document submission</h3>
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<p class="font-body-lg text-light">
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Benchmark: Clients were <span class="text-bold">6%</span> more likely to complete document submission after
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receiving a customized list of required documents via text
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</p>
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<p>To encourage response, provide a custom list of the needed documents and information about how to submit them. </p>
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<h3>Reminders</h3>
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<p class="font-body-lg text-light">Benchmark: Text reminders improved case maintenance rates by <span
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class="text-bold">21%</span></p>
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<p>You may see less turnover in your case rates.</p>
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</section>
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{% endblock %}
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