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"How to use NPS to improve CX in FinTech?" with Hemant Tathod, Director, NiYO Solutions
Manage episode 311489071 series 3130628
תוכן מסופק על ידי Vivek Jaiswal. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Vivek Jaiswal או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.
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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