Case Study: Splitit boosts NPS by 51% with Retently

Splitit increased their NPS by 51% using Retently

Splitit, a global payment solution provider, faced challenges in managing customer experience and building strong relationships with its merchants and consumers. The company needed to effectively gather feedback from these two distinct segments, monitor customer sentiment, and promptly address issues to stay competitive in the buy-now-pay-later industry.

To address this, Splitit implemented Retently’s customer feedback tools. The solution used Retently’s API for transactional surveys and link campaigns to gather insights from both shoppers and merchants, integrated with Slack for real-time updates. This allowed Splitit to segment feedback and analyze data to make informed improvements. As a result, Retently helped Splitit achieve a 51% increase in its Net Promoter Score (NPS), significantly boosting customer satisfaction and loyalty.

Splitit