Case Study: Leading Life Insurance Provider in India boosts NPS collection with Haptik WhatsApp Flows

Leading Life Insurance Provider increases NPS collection by 27% with Haptik

A leading life insurance provider in India partnered with Haptik to address its fragmented and inefficient Net Promoter Score (NPS) collection system. The company's traditional methods were slow, resulted in low response rates, and lacked a unified platform for routing feedback, which limited its ability to gain timely insights and improve customer experiences.

Haptik implemented a solution using WhatsApp Flows to create a structured, interactive NPS journey within the WhatsApp Business API. This user-friendly approach replaced traditional ratings, significantly boosting engagement. The solution automated the routing of negative feedback to internal teams for swift resolution. As a result, Haptik helped the provider increase its NPS collection rate from 20% to 47%, capturing richer insights faster and transforming feedback into a proactive part of the customer journey.