Case Study: Cleo achieves deeper customer insights and doubles US NPS with Chattermill

How Cleo Built One of Its Most Popular Features Using Chattermill

Cleo, a conversational fintech that helps people understand and manage their spending, needed to understand nuanced, in-app customer feedback across the UK and US — including cultural slang — and to identify what was driving NPS. To solve this, Cleo partnered with Chattermill and deployed its customer experience and text-analytics platform to surface granular themes and sentiment from their feedback.

Using Chattermill to analyse hundreds of thousands of in-app responses, Cleo identified popular features (like Roast Mode), validated product tone of voice, and uncovered demand for a dedicated mobile app. The insights helped Cleo prioritise development, double its US NPS, and support growth to over 2.5 million users and 50+ employees, with Chattermill enabling faster problem resolution and measurable feature impact.

Cleo

Barney Hussey-Yeo

Chief Executive Officer