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


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


  • 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.



  • 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
  • Adobe Site Catalyst

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