Case Study: AccessPay lifts NPS from 15 to 53 with Genroe

AccessPay lifts NPS from 15 to 53 in 2 years with Genroe

AccessPay, a financial services provider and part of the SmartGroup, faced the challenge of a low Net Promoter Score (NPS) of 15, indicating significant customer dissatisfaction. To address this, they partnered with the vendor Genroe and utilized their CustomerGauge platform for customer feedback and NPS measurement to identify key areas for improvement.

Genroe's solution involved a four-step process where AccessPay focused on changes within their immediate control, such as improving hiring, training, and support processes to enhance call answer speed and consistency. This initiative, guided by Genroe's expertise, resulted in AccessPay lifting its NPS to 53 within two years. The measurable impacts included a substantial reduction in staff turnover and call volumes, leading to significant cost savings and improved customer feedback.

AccessPay