Case Study: Capillary Technologies grows NPS from 10 to 55 with SurveySparrow

How Capillary grew NPS from 10 to 55 and built stronger client relationships using SurveySparrow

Capillary Technologies, a global leader in customer engagement and loyalty, needed a better way to capture and act on client feedback as customer expectations shifted toward more personalized, measurable experiences. Using SurveySparrow’s CX survey platform, the team wanted to move beyond generic feedback collection and build a structured system for tracking NPS and CSAT, identifying issues, and prioritizing improvements.

With SurveySparrow, Capillary Technologies implemented recurring NPS and CSAT cycles, automated reminders, branded emails, analytics dashboards, whitelabelling, and dedicated support to create a scalable feedback workflow. The result was a major improvement in customer experience: NPS rose from 10 to 55, response rates improved, and the company gained clearer, faster insights to close gaps, strengthen client relationships, and drive more data-informed decisions.

Capillary Technologies

Suraj Dandekar

Chief of Staff- Customer Success