Case Study: a leading private fintech company improves usability and reduces complaints with Affogata

A Major Fintech Vendor Witnesses 33% Improvement In Usability Issues Using Affogata's User Insights Platform

A leading private fintech company with more than 8 million subscribers was struggling with a rise in online complaints, negative mentions, and usability issues across its app and service channels. These problems affected signups, churn, and revenue, and included bugs, access issues, and customer support frustrations spread across app stores, Reddit, and social media.

Affogata’s Product Enablement Platform helped the company collect and structure thousands of feedback points from the open web, turning negative sentiment into prioritized product issue categories and actionable recommendations. With Affogata’s insights, the company fixed key defects and responded faster to customers, reducing poor support complaints from 370 in Q1 to 290 in Q2 and improving overall brand sentiment from 5.2 to 6.7, while also surfacing positive themes like the “$5 campaign” and long-time user delight.