Case Study: Tata Digital achieves 90% survey completion and improved NPS with SurveySparrow

How Tata Digital Redefined E-Commerce Customer Experience with SurveySparrow

TATA Digital, a flagship Tata Group company behind the Tata Neu super app, needed a more flexible way to manage customer feedback across its brands. Its existing feedback tools were rigid, offered limited survey customization, and made it difficult to collect actionable insights to improve NPS and CSAT.

SurveySparrow provided customizable NPS and CSAT surveys, survey throttling by customer, and a real-time executive dashboard to track feedback across five major brands, including Croma, BigBasket, 1mg, IHCL, and CliQ. With SurveySparrow, TATA Digital achieved a 90% survey completion rate, improved customer satisfaction, and saw a significant boost in NPS.

TATA Digital

Neil Carlos Dias

Director