Case Study: Exotel boosts NPS by 10% with SurveySparrow

How Exotel boosted NPS by 10% using SurveySparrow to capture direct user feedback

Exotel, a Bangalore-based B2B telecommunications and customer engagement platform, wanted a clearer view of how end users like agents and operators experienced its product. The company needed a structured way to capture direct, unfiltered feedback from the ground level and measure NPS without relying on manual collection through internal teams. SurveySparrow’s in-app survey product helped Exotel address this challenge.

Using SurveySparrow, Exotel embedded NPS surveys directly into its internal dashboard, added logic-based flows, and used partial submission tracking to gather more relevant and complete feedback. This streamlined data collection and reduced manual effort, resulting in a 10% increase in NPS compared to the previous year. SurveySparrow also helped Exotel create a more feedback-driven culture and improve product decisions with actionable user insights.

Exotel

Shivam Maheshwari

Product Evangelist