Case Study: CarWale achieves deeper customer insights with Survicate

How CarWale Used Net Promoter Score to Get to Know Their Customers

CarWale, an India-based automotive research and shopping website, wanted to better understand how users felt about its app and what drove loyalty beyond basic usage data. To do that, CarWale turned to Survicate’s survey platform, mainly to measure Net Promoter Score (NPS) and gather customer feedback.

Using Survicate, CarWale ran NPS surveys for a few days each month and used the feedback to follow up with customers individually, compare scores over time, and validate assumptions about satisfaction drivers and user pain points. With Survicate, CarWale identified key factors behind satisfaction and dissatisfaction and improved its understanding of customer needs, while reporting a smooth experience and quick support from Survicate.

Carwale

Abhishek Patodia

Head of Product