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How Capillary grew NPS from 10 to 55 and built stronger client relationships using SurveySparrow

NPS improved from 10 to 55

Steady rise in CSAT through structured feedback cycles

Higher response rates with clean survey design and automated reminders

About Capillary

Capillary Technologies is a global leader in customer engagement and loyalty, helping brands deepen relationships in a hyper-personalized world. Beyond traditional points-based programs, it delivers end-to-end loyalty solutions that unify data, insights, and experiences across channels. Trusted by 250+ global brands across retail, lifestyle, wellness, and hospitality, Capillary engages over 875 million consumers and processes nearly 2 billion transactions, turning every interaction into measurable growth.

Bengaluru, Karnataka

B2B

Industry

IT Services and IT Consulting

Use Case

SurveySparrow has been a catalyst in how we make decisions and drive customer success. Our NPS jumped from just 10 a few years ago to a steady 55 today, and that shift is directly tied to the visibility and structure the platform gives us. With accurate data, flexible configurations, and phenomenal support, we are now able to pinpoint gaps, prioritize the right actions, and strengthen client loyalty year after year. It’s not just feedback collection anymore, it’s the foundation for how we build long-term engagement with our customers.

Suraj Dandekar

Chief of Staff- Customer Success at Capillary Technologies

Goal

Capillary Technologies wanted a feedback system that went beyond simply collecting responses. The aim was to turn customer insights into a decision-making engine to highlight the scale of issues, point to the right priorities, and guide continuous improvement across products and processes. With this structure in place, the focus was on strengthening client relationships, driving consistent NPS growth, and ensuring every interaction translated into measurable business impact.

“In customer engagement today, one-size-fits-all simply doesn’t work. Hyper-personalization is the expectation, and the real value lies in helping brands deliver loyalty to their customers in a way that feels tailored, relevant, and impactful.”

Challenges

As customer engagement evolved, Capillary faced growing pressure to move beyond generic campaigns and adopt a more tailored, data-driven approach. Clients no longer wanted broad promotions, they expected personalized experiences that reflected their needs and guided their journeys. Post-COVID, this shift became even sharper, with brands demanding measurable outcomes and a clear link between engagement programs and business results.

For Capillary Technologies, the challenge was twofold: adapting their customer success approach to match these new expectations, while also building a structured way to capture and act on feedback. Without accurate visibility into NPS and CSAT performance, it was difficult to identify where issues lay, how to prioritize them, and how to demonstrate impact back to clients.

“Customer expectations have changed. Very few are interested in generic communications anymore. They want to be guided through journeys that feel specific to them. That shift meant we had to rethink our approach and match our success strategy to those expectations.”

Solution

Capillary built a structured feedback system that turned surveys into a decision-making framework. By running NPS and CSAT cycles with consistency, the team gained clear visibility into client sentiment and could prioritize improvements with confidence.

Automated reminders and branded emails helped them drive higher response rates, while the flexibility to adapt templates across customers, channels, and regions made feedback collection feel more relevant and personalized.

With accurate data and a familiar, standardized process, points of contact on both sides quickly became comfortable with the flow, making feedback a crucial part of the relationship. Over time, this approach gave Capillary Technologies the ability to track progress quarter after quarter, close gaps faster, and strengthen client trust. With responsive support from SurveySparrow, Capillary Technologies built a consistent, scalable feedback system that now runs smoothly across the organization.

“SurveySparrow gave us the clarity and consistency we needed. With accurate data, flexible configurations, and a reliable structure, we were able to act faster on feedback, resolve issues more effectively, and strengthen relationships with our clients.”

How we hit the mark

NPS and CSAT surveys
Send Reminders
Email share
Analytics and dashboards
Whitelabelling
Dedicated support

Results

With SurveySparrow, Capillary Technologies achieved a drastic rise in customer experience outcomes. When feedback cycles were first introduced, NPS averaged just 10. Today, scores consistently stand at 55, reflecting stronger client engagement and measurable business growth. This improvement came from structured NPS and CSAT cycles, accurate data without gaps, and faster response loops that allowed teams to act with confidence.

Feedback also became central to Capillary’s internal decision-making. By analyzing responses each cycle, the team was able to pinpoint areas of improvement, track performance quarter over quarter, and see how gaps were being closed.
Open-ended feedback provided specific guidance on which parts of the process needed attention, helping teams correct flows, strengthen delivery, and align more closely with client expectations.

Looking ahead, Capillary plans to expand this structured feedback approach as it scales across regions and industries. With feedback loops becoming even more critical at scale, SurveySparrow will continue to play a key role in ensuring decisions remain data-driven and aligned with client expectations.