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

The client wanted to know their Mobile App downloads and gauge CSAT levels from Play Store & iOS Store.

Challenges

  • Identify pain points which customers are facing through their comments in app stores.
  • Multiple logins for every market was proving to be challenge.
  • Manual effort - Reporting was time-consuming and required manual efforts.

Solutions

  • Xerago generated weekly & monthly reports for APAC and EMEA covering critical performance indicators & insights for Apple and Android based applications. Some of these were:
    • Average score
    • Trend
    • Overall rating
    • Positive & negative comments (sentiment analysis)
  • Xerago provided detailed reports about Pain points addressed by customers in App store for that particualar week or month, so that respective teams could rectify and release new patches based on feedback.

Results

  • Overall Android APAC Score in Jan 2016 was minus 12% (-12%). This score dramatically increased to + 3.61% in June 2017.
  • Specifically, Citibank Singapore's Android NPS score was 0% in Jan 2016 which has been increased to 4.26% in June 2017.

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