How a Leading Asian Financial Company Tripled Its Survey Responses (9% to 24%)

9% → 24%

survey response rate

3x

more feedback from real customers

Zero tech

dependency – launched in days

SurveySensum helped us go from 9% to 24% response rates in just two weeks. Multi-channel surveys, agent nudges, and real-time detractor alerts – all set up without IT. The platform gave us the visibility, speed, and closed-loop workflows we were missing.

Head of Customer Experience

Leading Asian Finance Company

Here’s a Quick Summary..

The Objective

This major Asian finance player needed reliable feedback from its support center interactions – to identify gaps, improve service quality, and report performance across teams.

Despite consistent NPS efforts, the feedback wasn’t flowing. The CX team knew changes were happening – but couldn’t quantify impact or pinpoint what needed fixing.

The Challenge

1. Low response rates from email-only surveys:Despite sending NPS surveys regularly, their response rates hovered between 3% and 9%. Most customers never even opened the emails.

2. Feedback came from the loudest few:The majority of respondents were either very unhappy or very happy – skewing the dataset and masking the everyday issues.

The Solution

That’s when they turned to SurveySensum – an AI-first, BFSI-focused CX platform – to scale feedback collection and improve response rates immediately.

1. Launched Multi-Channel Feedback Distribution

We rolled out survey invitations not just via email, but also:

SMS (for immediacy and reach)
WhatsApp (for customers more responsive on chat)

All channels were deduplicated – so a customer never got pinged twice.

2. Empowered Agents to Nudge

Support agents were equipped to prompt customers right after issue resolution:

“You’ll receive a quick feedback message – we’d love your input.”
This simple cue increased completion rates significantly – especially after a positive resolution.

The Results

Survey response rate jumped from 9% to 24% – within 2 weeks of go-live
Feedback volume tripled – giving the CX team deeper visibility across support interactions
Faster resolution of repeat issues thanks to more consistent customer insights
Agents became active participants in the feedback loop