Industry: Financial Services (Loan Provider)  

Challenge:  

– Low customer retention – Borrowers were not returning for repeat loans.  

– Poor feedback collection – No structured way to measure customer satisfaction.  

– High complaint volume – Call centers were overwhelmed with unresolved issues.

Solution: Automated NPS & CSAT Surveys + Actionable Insights  

1. Survey Implementation  

   – Post-Loan NPS Survey (0-10 scale):  

     – Sent via SMS & email after loan disbursement.  

     – Question: *“How likely are you to recommend us to a friend?”*  

   – CSAT Survey (1-5 scale):  

     – Triggered after key interactions (customer support, repayment, onboarding).  

     – Questions: *“How satisfied were you with our service?”* + open-ended feedback.  

2. Real-Time Analytics & AI-Driven Insights  

   – Integrated with CRM (Salesforce/Zendesk) to tag detractors (NPS 0-6) for immediate follow-up.  

   – Sentiment analysis on open-ended responses to detect recurring pain points (e.g., slow approvals, hidden fees).  

3. Closed-Loop Feedback System  

   – Automated alerts to managers for detractors & passive customers (NPS 7-8).  

   – Personalized recovery calls from a dedicated retention team.  

   – Process improvements based on trends (e.g., faster loan processing, clearer fee structures).  

 Results  

1. NPS increased from 25 to 58 in 6 months.  
2. CSAT improved from 3.2 to 4.5/5 after reducing approval times.  
3. Repeat loan applications rose by 35% due to a better customer experience.  
4. Complaints dropped by 50% after addressing top grievances. 

 Key Takeaways  

✔ NPS measures loyalty, while CSAT tracks transactional satisfaction; both are critical for loan providers.  

✔ Real-time alerts prevent churn by resolving issues before customers leave.  

✔ AI sentiment analysis uncovers hidden problems (e.g., “too much paperwork”).