Enhancing CX with NPS-Driven Insights for a Leading Online Marketplace called Quikr

Introduction

For a leading online marketplace in India, delivering a seamless customer experience (CX) across multiple service categories was critical for business success. With listings across 1,000+ cities and diverse verticals—including Household Goods, Real Estate, Cars & Bikes, Jobs, and Services—the company needed a structured approach to measure and enhance customer satisfaction.

While they were already measuring Net Promoter Score (NPS) internally, they sought an experienced CX research partner who could refine their NPS program, extract actionable insights, and ensure their CX strategy was truly data-driven. Numr CXM was selected due to its consultative approach, tech-driven platform, and ability to customize NPS surveys across multiple categories.

Callout:
"A powerful NPS program is not just about measurement—it’s about turning insights into action."

The Challenge

Despite its strong market presence, the company faced two major obstacles in its customer experience optimization efforts:

1. Customizing NPS Surveys for Different Business Verticals
   
   
   • With five distinct service categories, a one-size-fits-all approach to NPS would not provide the necessary granular insights to drive meaningful improvements.
   • The company needed a way to measure category-specific customer experience metrics while maintaining a streamlined, scalable survey process.
2. Extracting Actionable Insights to Improve CX
   
   
   • While NPS was being measured internally, the surveys were not yielding deep, data-driven insights that could enhance customer retention.
   • Without real-time analytics, identifying and addressing pain points across different customer journeys was a challenge.

Callout:
"Generic surveys fail to capture real customer sentiment—precision is key to improving CX."

The Turning Point: Unlocking Actionable Insights with Numr CXM

Recognizing these gaps, Numr CXM designed a customized NPS-driven CX strategy tailored for the online marketplace’s diverse business categories. By integrating CX data analytics with real-time feedback collection, the company could now:

✔ Pinpoint experience gaps at a category-specific level.
✔ Optimize customer journey touchpoints with precise interventions.
✔ Improve customer retention by proactively resolving issues.

Through automated NPS surveys, the company transitioned from a reactive CX model to a proactive strategy, ensuring that issues were identified and addressed as they happened—leading to a stronger ROI of CX.

Callout:
"The key to customer retention is knowing exactly where the experience breaks down—and fixing it fast."

The Solution

To improve customer experience metrics and drive better business outcomes, Numr CXM implemented a multi-layered NPS optimization plan:

1. Category-Specific NPS Surveys
   
   
   • Developed customized surveys for different verticals, ensuring that feedback was relevant to each service category.
   • Created two communication channels—Email and SMS—to maximize response rates while keeping surveys short and precise.
2. Real-Time Feedback Collection & Automated Surveys
   
   
   
   • Implemented automated post-transaction surveys to capture customer sentiment immediately after an interaction.
   • Enabled the company to track CX trends dynamically and resolve concerns before they escalated.
3. Advanced CX Data Analytics for Deeper Insights
   
   
   
   • Leveraged driver analysis to identify which aspects of each category had the biggest impact on NPS and CLTV.
   • Used predictive analytics to determine how customer effort and satisfaction levels influenced retention and future purchase behavior.

Callout:
"Instantaneous feedback is the foundation of a truly customer-centric organization."

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Implementation: From Insights to Execution

Numr CXM helped the online marketplace revolutionize its NPS program in three key phases:

1. Deploying an Agile, Automated NPS System
   
   
   • Replaced the outdated system with a real-time feedback loop, ensuring that surveys were triggered immediately after a transaction.
   • Integrated CX data analytics tools to track NPS trends over time, allowing the company to prioritize areas for improvement.
2. Enhancing Survey Design to Improve Engagement
   
   
   • Shortened surveys to eliminate fatigue while keeping them detailed enough to extract meaningful insights.
   • Focused on increasing response rates, which is a critical indicator of a brand’s relationship with its customers.
3. Making Customer Insights Actionable
   
   
   • Developed an interactive dashboard that provided real-time NPS insights across different business categories.
   • Enabled leadership teams to make data-backed decisions that improved customer satisfaction and streamlined customer acquisition costs (CAC).

Callout:
"An effective NPS strategy doesn’t just measure satisfaction—it drives business growth."

Results

By optimizing their NPS program, the online marketplace achieved substantial improvements in customer experience and business impact:

✔ Higher Customer Satisfaction: Improved post-transaction feedback quality, allowing for faster and more effective issue resolution.
✔ Increased Customer Retention & CLTV: Proactive interventions ensured repeat business and higher lifetime value per customer.
✔ Faster Response & Issue Resolution: Automated surveys helped identify pain points in real time, leading to faster problem resolution.
✔ Stronger ROI of CX: By reducing friction in customer interactions, the company enhanced both brand trust and financial performance.

Callout:
"Transforming NPS into an action-driven CX program led to stronger loyalty and growth."

Conclusion

By partnering with Numr CXM, the online marketplace transformed its NPS program from a measurement tool into a CX powerhouse. Through customized surveys, real-time feedback collection, and advanced analytics, the company gained a deeper understanding of customer pain points and took proactive steps to enhance customer experience.

This case study underscores the value of customer journey optimization, CX data analytics, and strategic feedback management in delivering strong ROI of CX. With a data-driven approach to customer experience, the company set a new benchmark for customer satisfaction and retention in the online marketplace industry.

Callout:
"From measuring NPS to improving CX—Numr helped turn customer insights into a competitive advantage."