CreditasCSAT Flow

Customers request loans with their car or house as collateral to achieve their goals, but they don't always manage to keep up with their payments and fall behind.

One way to make loan installments is through the app, and when we conducted a funnel analysis on generating payment slips for customers who are 30 to 60 days late, we identified that 40% of these users didn't get past the due date selection screen.

Without knowing the reason behind that behavior, we decided to include a Customer Satisfaction Score (CSAT) flow to collect feedback from these users and action plans to deal with any issues and improve the experience of these customers.

This flow would appear at two moments: the first being on the screen where the drop was occurring, and the second after the completion of the payment slip. This survey would appear for the same user every 90 days.

In the completed flow, we had 78% of approval, with comments such as: “great experience”, “intuitive and efficient app”, “great that I don't need to call”, “I liked being able to choose the due date” and others.

We had 22% responses that disapproved the experience, with comments like: “very high interest rates”, “more payment options”, “delay in generating the payment slip within the app”, and “problems with customer service”.

In case of the users who did not complete the payment journey, we only had 28% of approval, with comments such as: “very good”, “practical to get the payment slip without having to talk to anyone” and “the app is getting simpler every day”.

We had 72% of people disapproving the journey, with comments like: “very high interest rates”, “abusive interest rates”, “need a discount on payment”, “very difficult to find what I need”, “trying to negotiate and not being attended to”, “not loading the payment slip and need to request it through WhatsApp”.

This is a continuous analysis project. Every month we will continue to observe the comments and make improvements to this flow.

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