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How Meesho Achieved a 7X Boost in Customer and Seller Experience with SurveySparrow
About Meesho
Meesho is an Indian e-commerce marketplace that aims to democratize the e-commerce industry. With a vision to enable 100 million small businesses, including individual entrepreneurs, to succeed online, Meesho is expanding the reach of Internet commerce and bringing a range of products and new customers online. The Meesho marketplace provides small businesses, which includes SMBs, MSMEs, and individual entrepreneurs, access to millions of customers, selection from over 30 categories, pan-India logistics, payment services, and customer support capabilities to run their businesses on the Meesho ecosystem efficiently.
Bengaluru, India
B2C
Industry
E-commerce
Use Case
Customer and Seller Experience
"SurveySparrow has been instrumental in transforming our approach to customer and seller experience. The platform's ability to provide deep insights and manage feedback at scale has enabled us to achieve a 10pp improved satisfaction rate."
Praveen
Program Manager, Meesho
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.
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