How Meesho Achieved a 7X Boost in Customer and Seller Experience with SurveySparrow

Goal

Meesho aimed to enhance its Customer Experience (CX) and Seller Experience (SX) by leveraging feedback across the entire customer and seller journeys. By pinpointing pain points and measuring satisfaction through Net Promoter Score (NPS- a metric used to determine customer loyalty towards a brand), Meesho aimed to seek and implement user insights that would foster trust, loyalty, and engagement.

Building Bridges

This proactive approach of Meesho to enhance experience aimed to capture every opportunity for improvement, leading to a more dynamic and effective feedback analysis process. To achieve this, Meesho sought to implement innovative solutions (available with SurveySparrow) to identify gaps and enhance user satisfaction.

Solution

The partnership with SurveySparrow marked a pivotal moment for Meesho. By adopting SurveySparrow’s Customer Experience Management platform, Meesho streamlined their response collection for both customers and sellers. The platform’s comprehensive analytics and user-friendly interface allowed Meesho to engage with users more effectively and proactively address their concerns.

Result

7X expansion in feedback reach

Ten pp improvement in customer and seller satisfaction

Deeper understanding of user needs

Implementing SurveySparrow improved Meesho’s approach to feedback management, improving customer and seller experience metrics by 10 percentage points. The SurveySparrow platform facilitated a deeper understanding of user needs and expectations, with weekly reports providing timely insights for swift action and strategic planning.