Case Study: Cashfree Payments achieves a 20-point NPS increase and 3X higher response rates with SurveySparrow

How Cashfree Payments elevated CX Achieving a 20-points NPS increase and 3X higher response rates

Cashfree Payments, a leading payment and API banking solutions company in India, wanted to improve merchant engagement during onboarding and gather more useful feedback across promoters, passives, and detractors. The company struggled with low email open rates, inconsistent contact points, and onboarding friction for small merchants and MSMEs who found document verification and issue escalation confusing. To address this, Cashfree Payments turned to SurveySparrow for a customer experience solution centered on NPS and feedback collection.

Using SurveySparrow’s NPS surveys, web embeds, survey logic, and customization features, Cashfree Payments integrated surveys into its in-house dashboard to make feedback more visible and easier to complete. The result was a 3X increase in response rates and a 20-point increase in NPS, giving the team deeper insight into merchant pain points and helping it prioritize onboarding improvements and more accessible support.

Cashfree Payments

Lucky

Social Media Manager