Case Study: NetPay improves customer satisfaction and first-call resolution with Survey Dynamix

Netpay - Customer Case Study

Netpay, a provider of payment and collection solutions in Mexico, faced the challenge of not understanding its contact center customers' feelings or satisfaction levels. They lacked insight into whether client needs were being met and had no way to measure the percentage of calls resolved on the first contact. This gap in customer experience data prevented them from making informed improvements.

Survey Dynamix provided a solution that enabled Netpay to measure customer satisfaction after every interaction and track first-contact resolution rates. The implementation of Survey Dynamix's real-time dashboards and speech-to-text functionality gave the company immediate access to critical data and customer sentiment. This allowed Netpay to make decisive improvements to the customer experience based on actionable insights.

Netpay

Jorge Alberto Rodriguez Delgado

Customer Experience Manager