"How to use NPS to improve CX in FinTech?" with Hemant Tathod, Director, NiYO Solutions
Description
Net Promoter Score®(NPS®) has become the go-to metric for organisations to measure and manage customer experience.
Although it has been around for over a decade now, many brands are just getting started with NPS.
In this conversation with Hemant, I dive deep into how NPS is being used at NiYO Solutions, a venture backed FinTech startup in India.
Along with collecting NPS feedback Hemant has ensured that there is a dedicated team working on closing the loop with customers and keeping internal stakeholders up-to-date with key points from the feedback.
NPS has become a metric that's being tracked and reviewed by top management at NiYO within just a quarter!
In this podcast we discuss:
- How and when to capture customer feedback?
- What to do once feedback is received?
- Setting up the right team structure and process to manage the closed-loop feedback process.
- Relevant communications around NPS to keep everyone informed about and close to the customers.
This discussion really demonstrates how to use NPS to become customer centric.
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