Xerago's key insights helped a global banking giant identify their mobile app users' pain points, and helped the bank rectify and release patches on time, improving their NPS score to boot.

The client is the consumer division of financial services of a multinational banking group.The bank has 2,649 branches in 19 countries, including 723 branches in the United States and 1,494 branches in Mexico

Citi wanted to know their Mobile App downloads and usage patterns. They wanted to gauge Customer satisfication levels in Google Playstore & iOS Store

Challenges

  • Reduce App crashes on both platforms
  • Identify pain points which customers were facing
  • Manual effort - The classification and reporting was time consuming

Solution

  • Xerago generated weekly & monthly reports for APAC and EMEA covering key Performance indicators & insights for Apple and Android applications:
    • Average score
    • Trend
    • Overall rating
    • Positive & negative comments
  • Xerago provided detailed and timely reports on top pain points faced by customers in the app store for that particular week or month. The application teams were able to rectify and release patches as soon as possible.

Results

Technology

Overall Android APAC Score in Jan 2016 was minus 12% (-12%) which has been increased to 3.61% in June 2017.

Citibank Singapore's Android NPS score was 0% in Jan 2016 which increased to 4.26% in June 2017 as a result of these measures.

Google Play Console

iTunes Connect

Adobe Site Catalyst

Results

Overall Android APAC Score in Jan 2016 was minus 12% (-12%) which has been increased to 3.61% in June 2017.

Citibank Singapore's Android NPS score was 0% in Jan 2016 which increased to 4.26% in June 2017 as a result of these measures.

Technology

Google Play Console

iTunes Connect

Adobe Site Catalyst

WE'D LOVE TO KNOW HOW WE CAN HELP

Get in Touch

For queries regarding our Customer Value Maximization platform or our Professional Services

* Mandatory






captchaLoading Page - Xerago

By submitting this form, I provide consent to be contacted by Xerago for promotions. Please select your preferred communication mode:

CallEmail

Xerago takes your privacy very seriously. Please see our Privacy policy for more information on how we use your data.

dear

Name

Thank You

for reaching out to us. One of our representatives will get in touch with you shortly.

Show Buttons
Score yourself
Hide Buttons