Case Study: CheckoutSmart boosts NPS and reduces churn with Hugo outsourcing

CheckoutSmart lifts NPS by 12–15 points with Hugo

The customer, a UK cashback and rewards app, faced challenges with customer support gaps that risked loyalty, including delayed payouts and unclear claim rejections. These operational frictions threatened their Net Promoter Score and increased churn. The vendor, Hugo, proposed an outsourcing solution for their customer experience operations.

Hugo’s solution involved outsourcing approximately 85% of the app’s high-volume, routine support cases to a specialist team, handling queries like receipt validation and payout status. This allowed the in-house team to focus on strategic work. Hugo projected this would lift the customer's NPS by 12–15 points and reduce churn by 20–25% within the first year, while also enabling faster, more transparent support.

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