Case Study: Cleo builds a popular new feature and doubles NPS with Chattermill

Cleo grows to 2.5M users and doubles NPS in the US with Chattermill

Cleo, an AI-powered personal finance assistant, faced the challenge of understanding granular customer feedback across its rapidly growing user base in the US and UK, where cultural differences in slang complicated analysis. They needed to identify what was driving their Net Promoter Score (NPS) and learn how to evolve their product at scale. To tackle this, Cleo implemented Chattermill's AI Feedback Analytics and Custom Reports features.

Using Chattermill, Cleo was able to analyze in-app feedback, which led directly to the creation of one of its most popular features, Roast Mode. The platform identified that "Tone of Voice" and "Levels of Engagement" were highly popular with users, confirming the demand for this type of interaction. As a result of leveraging Chattermill's insights, Cleo doubled its NPS in the US, grew its user base to 2.5 million, and expanded its team to over 300 employees.

Cleo