Case Study: Pine Labs achieves higher merchant retention and NPS with SurveySensum

How Pine Labs Improved Merchant Retention and NPS Score

Pine Labs, a leading merchant platform in Asia, faced the challenge of improving merchant retention and NPS across its diverse business base. They needed a sophisticated tool to replace a one-size-fits-all approach and required an omnichannel solution to measure real-time feedback and close the loop on customer issues. To address this, they partnered with the vendor SurveySensum.

SurveySensum implemented an integrated solution that provided a 360-degree view of the customer journey through digital and telephonic surveys. This allowed Pine Labs to optimize processes, strengthen client relationships, and win back lapsed merchants. The results for Pine Labs included a significant uplift in NPS and CSAT scores, proactive customer retention strategies, and product improvements driven by customer feedback.

Pine Labs

Rashi Singhal

Head of Merchant Experience