Headquarters
Mumbai, India
Type
B2B
Use Case
Customer Experience
Industry
Digital Services
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.
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
This solution 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 this solution. The real-time analytics offered immediate, actionable insights into customer sentiments.
Results
Adopting this solution 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.