Case Study: Trading 212 achieves 93% CSAT with Kaizo

Trading 212 boosts CSAT to 93% with Kaizo

Trading 212, a commission-free investment platform, faced challenges in managing customer service quality and agent development during a period of hypergrowth, having outgrown manual spreadsheet-based processes. They turned to the vendor Kaizo and its platform to reshape their quality assurance and team coaching.

By implementing Kaizo's solutions, including Performance Coaching with Coaching Cards and the Mission Center for goal setting, Trading 212 optimized feedback and agent motivation. Kaizo's tools helped the company reinvent its QA process, leading to a measurable 9% increase in CSAT, from 84% to 93%, within 18 months.

Trading 212