Case Study: Eros Group boosts customer experience and operational efficiency with SurveySparrow

How Eros Group boosted customer experience and enhanced operational efficiency using SurveySparrow’s NPS

Eros Group, the largest electronics distributor and retailer in the UAE, wanted a better way to measure NPS across its retail, e-commerce, and dealership channels. Before working with SurveySparrow, the team relied on telephonic conversations and in-person interviews to gather feedback, which made data collection and analysis time-consuming and labor-intensive.

SurveySparrow helped Eros Group automate customer feedback collection with easy-to-create NPS surveys, multi-channel sharing options like QR codes, email, and SMS, and built-in analytics. As a result, Eros Group saw improved response rates, reduced manual effort, and gained faster, more detailed insights into customer experience, with management able to review key NPS data on a single dashboard.

Eros Group

Leilani Sumague

Business Excellence & Customer Care Manager