Case Study: Mission Lane achieves insights-driven, stable customer experience with Delighted

Mission Lane - Customer Case Study

Mission Lane, a growing financial services company, needed a scalable way to capture and act on customer feedback across product and agent touchpoints—and to keep a close pulse on experience during turbulent times like the COVID pandemic. To do that they implemented Delighted’s NPS and CSAT surveys to collect both quantitative scores and qualitative verbatims that their Customer Experience Office and Customer Operations teams could use to prioritize improvements.

Using Delighted, Mission Lane sends regular NPS and CSAT surveys, warehouses survey data via the Delighted API, and creates a Zendesk ticket for each response (with Zapier and Customer.io workflows supporting triggers and exports). That integration made feedback operational: compliance reviews complaints directly in Delighted, ops use CSAT to drive training and coaching, and CX uses verbatims to identify top priorities. Delighted helped stabilize Mission Lane’s customer experience through the pandemic, provided a measurable NPS “North Star,” and turned individual feedback into actionable, tracked follow-ups across the business.

Mission Lane

Shane Berry

Head of Customer Experience, CXO