Case Study: a Leading Insurance Provider achieves real-time, role-based CX accountability with SurveySensum

How a Leading NBFC Replaced Excel Dumps with Live, Role-Based Dashboards

A leading insurance provider faced the challenge of having its valuable customer feedback data trapped in outdated Excel reports. This manual process meant that sales and branch teams lacked direct, timely visibility into their own customer feedback, preventing them from taking immediate action and creating a broken feedback loop. To solve this, they partnered with SurveySensum.

SurveySensum implemented role-based dashboards that provided real-time, hierarchical CX insights to each branch and regional team. This was integrated with an automated ticketing system that assigned and escalated low scores directly to the relevant owners for resolution. As a result, the insurance provider saw a 7-point increase in NPS during onboarding, a 35% drop in refunds from flagged branches, and empowered over 150 branches to own and act on their feedback directly.