Case Study: Pango boosts customer satisfaction and NPS with Howazit

How Pango quickly and dramatically increased customer satisfaction and NPS measures

Pango, a popular Israeli app providing car-related payment and service solutions for three million users, faced the challenge of measuring and improving its customer satisfaction levels. To address this, they implemented the Howazit VoC (Voice of the Customer) solution to collect feedback from customers after they interacted with support.

Howazit's solution used an automated, interactive questionnaire sent to customers after each service interaction, which also measured the NPS score. This implementation led to a 100% increase in response rates, with one in five customers providing feedback. The program resulted in a significant measurable impact, with customer satisfaction rising from 84 to 94 and the NPS score increasing from 46 to 69.

Pango