How a Leading NBFC Replaced Excel Dumps with Live, Role-Based Dashboards

+7

point NPS increase during onboarding

150+

branches now own and act on their own feedback

Real-time

CX insights available to every stakeholder

Earlier, feedback was just a backend report – the sales team had no idea what was going wrong. With SurveySensum, every branch now has its own dashboard and low scores trigger tickets automatically. That shift made all the difference. Sales now owns the feedback, and action happens in real time – not weeks later.

VP, Customer Experience

Leading Insurance Provider

Here’s a Quick Summary..

The Objective

This leading NBFC’s CX team had a clear goal:

Give sales and branch teams direct visibility into their own customer feedback – without waiting weeks for MIS reports or corporate-level summaries.

But that required solving a deeper problem: breaking free from Excel.

The Challenge

1. Feedback Data Trapped in Excel:Every month, thousands of NPS responses and verbatim comments were exported into Excel files. MIS teams spent days slicing data manually — by region, branch, and product.

a. Sales managers got static reports.

b. Data was outdated the moment it was shared.

c. Most reports weren’t even opened.

2. Sales Teams Couldn’t See Their Own Issues:Branch managers and regional heads had no direct access to their team’s feedback. They couldn’t view their own NPS, complaints, or response trends — making accountability impossible.

3. The Loop Stayed Broken:Even when customer complaints were serious, no alerts reached the sales teams. Feedback flowed from survey → Excel → MIS → nowhere. No one closed the loop.

The Solution

The NBFC partnered with SurveySensum to automate reporting, decentralize insights, and make CX a shared responsibility across the sales network.

Step 1: Eliminated Excel with Role-Based Dashboards

We replaced manual Excel reporting with hierarchical, role-based dashboards where:

Branch managers, regional heads, and national leaders saw only their own relevant data.
NPS scores, response rates, and complaint summaries updated daily.
Live comparisons showed where each team stood against peers.

Result? Sales teams no longer waited for MIS.

They logged in anytime to see their feedback, their issues, and their progress.

Step 2: Closed the Loop with Integrated Ticketing System

Whenever a detractor or low NPS score came in, the system automatically generated a ticket and assigned it to the relevant branch or regional owner – based on the issue type and location.

A real-time notification was sent to the responsible person
The ticket appeared in their dashboard with a due date
If resolved within the SLA, the ticket closed automatically
If not resolved on time, it was escalated to senior leadership

This ensured no feedback went unnoticed, and every critical issue was tracked, acted upon, and closed – transforming the feedback loop into a system of real accountability.

The Results