Case Study: Debitsuccess achieves personalized customer experience across 22 million transactions and boosts NPS with AskNicely

How Debitsuccess creates a personalized customer experience across 22 million transactions

Debitsuccess, a Transaction Services Group company that processes over 22 million transactions a year for more than 3,000 businesses, needed a way to deliver a personalized customer experience across diverse B2B and B2C interactions. Faced with high transaction volume and varying partner expectations, they required an automated Net Promoter Score (NPS) program with granular segmentation and real‑time agent-level feedback, so they turned to AskNicely’s real-time customer feedback/NPS platform.

AskNicely automated transactional NPS surveys, enabled segmentation by industry, inquiry type and demographics, and delivered daily, agent-level feedback that Debitsuccess used to set KPIs, target coaching and drive follow-up. The result: overall NPS rose from 36.4 to 44.6 (with peak days near 70), overdue accounts fell from 5.3% to 4.4%, outreach attempts dropped ~7%, attrition decreased, and agents and partners benefited from actionable, auditable feedback — all powered by AskNicely.

Debitsuccess

Wayne Pointon

Chief Customer Officer Australasia