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How Zuno General Insurance transformed its NPS process and reduced analysis time by 50% with SurveySparrow

50% time saved on feedback analysis

Improved process efficiency

Better customer insights with NPS

Abstract

Zuno General Insurance, a digital-first provider focused on simplicity and transparency, sought to enhance customer experience by gaining deeper insights into customer sentiments. Previously facing challenges with inefficient NPS data tracking and limited support, Zuno transitioned to SurveySparrow to streamline feedback analysis.

With SurveySparrow’s customizable surveys, automated distribution, and advanced analytics, Zuno reduced feedback analysis time by 50%, enabling quicker decision-making and more efficient issue resolution. This transformation improved process efficiency, empowered the customer experience team, and fostered a more proactive, customer-centric approach, ultimately strengthening Zuno’s reputation and service delivery.

About Zuno General Insurance

Zuno General Insurance is a digital-first insurance provider offering car and health insurance with a focus on simplicity, transparency, and convenience. From purchasing a policy to filing claims, Zuno delivers an effortless and intuitive experience for customers. By combining clear policy terms, responsive customer support and technology-driven processes, Zuno ensures fast, accessible coverage for all.

Mumbai, Maharashtra

B2C

Industry

Insurance

Use Case

With SurveySparrow, we have significantly improved our NPS survey process. The platform’s customization options and efficient survey management make creating surveys easy and engaging. The built-in analytics are simple and help us quickly identify process gaps, facilitating continuous improvement. With its robust analytics, the analysis now takes half the time it took earlier, helping us act on feedback faster. Most importantly, the proactive support from the SurveySparrow team has made our overall experience even better.

Akilesh Pujari

Assistant Manager at Zuno General Insurance

Goal

Zuno General Insurance sought to gain a deeper understanding of customer sentiments and focus on enhancing customer experience at every touchpoint. The goal was not just to collect feedback but to close the loop, act on insights in real time, and ensure that customers felt heard and valued.

By identifying key service gaps and pain points, they wanted to build a structured feedback loop to deliver a more responsive and customer-centric experience and optimize their existing operations.

Challenges

Previously using OneDirect , Zuno General Insurance faced major inefficiencies in tracking, analyzing, and acting on NPS data. The platform lacked integrated analytics and reporting, making it difficult to identify customer pain points and trends. Without a streamlined process to interpret customer sentiments, identifying trends and areas for improvement became complex.

Additionally, limited support from OneDirect caused delays in resolving issues, further slowing down response times. With a lack of real-time insights, acting on feedback in the moment was difficult which made it challenging to improve the customer journey and service delivery.

Solution

With SurveySparrow, Zuno General Insurance implemented a scalable, insight-driven NPS solution that delivered both speed and depth. The platform’s inbuilt executive dashboards and reports allowed them to compare data gathered from multiple sources with visualizations that made insights easier to understand and act upon.

The ability to modify survey questions gave Zuno the flexibility to adapt to specific campaigns or initiatives. Triggering surveys automatically for specific contacts was made easy with the Smart List feature, eliminating the need to set up manually each time.

Importantly, the onboarding and ongoing support from SurveySparrow’s team made implementation much easier, allowing Zuno to focus on improving customer experience.

How we hit the mark

NPS Survey
Advanced dashboards and reporting
Smart Lists
Customizable surveys for relevant insights
Responsive, hands-on customer support

Results

With SurveySparrow, Zuno General Insurance reduced feedback analysis time by 50%, allowing them to act on NPS insights faster and more effectively. With customizable dashboards, automated survey distribution, and a clear view of trends, the CX team could make faster decisions and close the feedback loop efficiently.

The streamlined process also eliminated manual bottlenecks, improved team productivity, and strengthened Zuno’s ability to proactively address customer concerns and ultimately create a more trusted and seamless insurance experience.