Case Study: Cashfree Payments lifts NPS 20 points with in-dashboard surveys
Key results
The challenge
Cashfree Payments struggled with low merchant engagement during onboarding. Email-based feedback collection produced poor open rates, and many small merchants and MSMEs lacked digital familiarity with verification processes. Inconsistent contact points made it hard to gather actionable insight and pinpoint process bottlenecks.
The solution
The company embedded NPS surveys directly into its merchant dashboard — a frequently used platform — via SurveySparrow's web-embed feature. It applied survey logic and customization to personalize questions based on merchant responses, making feedback collection more accessible and relevant.
“We've seen a 20 points increase in our NPS and a 3X increase in response rates after using SurveySparrow.”
LLuckySocial Media Manager, Cashfree Payments
The results, in context
After deploying the in-dashboard surveys, Cashfree Payments reported a 20-point increase in NPS and a 3x increase in response rates, along with improved visibility into merchant support needs.