Case Study: Earnin boosts CSAT and team performance with Pathlight

How Earnin boosted agents' CSAT scores across the board and increased employee engagement after adopting Pathlight— their single source of truth for team performance

Earnin, a financial app with a 24/7 customer support team, needed a single source of truth for frontline performance. Before adopting Pathlight, the company tracked CSAT, training, productivity, adherence, and ticket data across multiple systems, forcing analysts to spend hours pulling information into spreadsheets and making it hard for managers and advocates to see real-time performance.

Pathlight integrated with Earnin’s existing tools to centralize metrics, dashboards, and coaching in one place. The team was up and running in two weeks, and within six weeks Earnin saw its health score rise by 10% and CSAT increase by 2%, while managers reported saving more than 5 hours per week and coaching more frequently.

Earnin

Amber Aslanian

Head of Customer Experience Operations