How Tata Digital Redefined E-Commerce Customer Experience with SurveySparrow

Headquarters

Mumbai, India

Type

B2B

Use Case

Customer experience

Industry

Digital Services

How Tata Digital Redefined E-Commerce Customer Experience with SurveySparrow

About Tata Digital

Tata Digital, a flagship player under the Tata Group, is on a mission to transform the e-commerce landscape with its super app, Tata Neu. Aimed at establishing a unified digital marketplace, Tata Neu symbolizes Tata Digital’s commitment to creating an integrated service ecosystem for consumers.

How we hit the mark

Tailored survey scales
Survey throttling
Real-time feedback analysis

"The clear insights provided by SurveySparrow have greatly enhanced our processes at Tata Digital. The flexibility and functionality make it incredibly user-friendly and an outstanding tool overall. Since implementing SurveySparrow, our Customer Satisfaction (CSAT) has seen a significant improvement."

Neil Carlos Dias

Director - Quality & Transformation at Tata Digital

Goal

Tata Digital’s objective was to elevate customer service to unprecedented levels. By integrating cutting-edge analytics, the company aimed to gain deeper insights into customer behavior and preferences, thus enhancing their Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT)—key indicators of customer loyalty and satisfaction.

Challenges

The journey encountered its fair share of obstacles. Their prior feedback management tools being rigid, offered limited survey customization and an inflexible approach to feedback collection. This proved insufficient for the dynamic needs of Tata Digital, leading to suboptimal insights and impacting their ability to fine-tune the customer experience effectively.

Solution

SurveySparrow turned the tide for Tata Digital, offering unmatched flexibility in customer experience management. Customizable NPS and CSAT scales and the capability to manage survey frequency per customer were essential functionalities that effectively fulfilled the task.

Seamless tracking of NPS for five major brands – Croma, BigBasket, 1mg, IHCL, and CliQ is now made possible under one executive dashboard of SurveySparrow. The real-time analytics offered immediate, actionable insights into customer sentiments.

Result

90% survey completion rate

Customized feedback collection

Significant NPS improvement

Adopting SurveySparrow led to a notable leap in Tata Digital’s customer experience metrics. Through focused enhancements based on direct feedback, the company saw a significant uptick in NPS scores. With improved CSAT surveys it provided more accurate reflections of customer sentiment, fostering a cycle of continuous improvement.