Case Study: Supertails boosts CSAT and cuts response times with SurveySparrow

Supertails boosts CSAT from 8% to 19% with SurveySparrow

Supertails, a pet care company offering e-commerce and veterinary services, faced challenges in managing customer feedback from multiple disconnected channels like social media, email, and SMS. This made it difficult to track issues and respond quickly, with response times stretching to two days and leaving some customers frustrated. They turned to SurveySparrow to implement a unified customer experience solution.

By centralizing all feedback onto SurveySparrow's platform, the company gained real-time dashboards and tools to close the loop on every concern. The solution enabled Supertails to dramatically cut response times from two days to a few hours and more than double its CSAT score from 8% to 19%. Furthermore, their post-transaction feedback coverage reached 18%, significantly surpassing the 7% industry average, making customer experience their biggest differentiator.

Supertails