Case Study: Qonto multiplies NPS response rate by 5 with Refiner

How Qonto leveraged Refiner to overhaul their Voice of Customer Program and multiplied by 5 their NPS response rate

Qonto, the finance solution for SMEs and freelancers across Europe, wanted to improve its Voice of Customer program but was held back by a low-response NPS survey buried in a long email form, inconsistent reporting across markets, and a manual process for asking promoters for reviews. To solve this, Qonto turned to Refiner for in-app microsurveys and customer feedback collection.

With Refiner, Qonto replaced its email-based NPS with branded in-app surveys, used Segment integration for better data flow, automated review requests for promoters, and set up a process to route detractors into follow-up workflows. The result was a 5x increase in NPS response rate, more consistent and comparable customer insights across countries, and a much more automated feedback loop that helped improve retention and loyalty.

Qonto

Mathieu Le Roux

Voice of the Customer Expert