TruCentive has described a customer feedback exercise in which an unnamed national consumer brand offered a $15 digital gift card after an initial survey failed to explain weak sales. Its June 2025 account says the revised approach brought more responses and more specific criticism of the product.

The initial SurveyMonkey survey attracted about 130 responses, according to TruCentive. Those responses were largely positive despite weak early retail results and concerns appearing in customer service records, prompting the brand to seek another round of feedback.

In the second round, respondents could choose a $15 coffee gift card from participating national or local brands. TruCentive says response rates tripled and customers identified product features they did not want or understand.

The company reports that the brand subsequently simplified its packaging and changed its marketing emphasis. Retailers using the revised packaging saw a 31% sales increase in fewer than 22 days, according to the account. The brand is not identified, and the article presents the result as a company-reported case rather than a controlled measure of the incentive’s effect.

TruCentive also discusses research on survey incentives, noting that reward design can affect participation and sample composition. Its broader recommendation is to match the incentive to the audience and research objective while assessing the quality of the feedback received.