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How Onsitego boosted NPS response rates from 14% to 23% and increased NPS by 6 points with SurveySparrow

NPS response rates rose from 14% to 23% and NPS increased by 6 points

Same-day follow-ups on negative responses improved satisfaction

Increased feedback volume helped make more actionable CAPA decisions

About Onsitego

Onsitego is India’s leading device-care provider, offering extended warranty, damage protection, AMC plans, and on-demand repair services for electronic devices and home appliances. Partnering with retail stores and online marketplaces, the company ensures reliable post-purchase support for customers.

Focused on delivering hassle-free and delightful experiences, Onsitego simplifies repairs and maintenance, filling gaps left by brands and retailers. With award-winning customer service and thoughtfully designed plans, the company combines operational efficiency with customer obsession to provide the best care for every device.

Mumbai, Maharashtra

B2C

Industry

Consumer Services

Use Case

SurveySparrow has been a catalyst in elevating our CX outcomes. We boosted our NPS response rates from 14% to 23%, unlocking higher-quality insights that drove a 6-point lift in NPS. Its effortless setup, automation, and integrations cut manual overhead and gave our teams clarity to act faster. With cleaner, unbiased feedback, we’ve sharpened CAPA decisions and focused on higher-value operational improvements. SurveySparrow has truly become a core enabler of smarter, more impactful CX decisions.

Harsh Sahay

Senior Product Manager at Onsitego

Goal

Onsitego set out to elevate its customer experience by capturing actionable feedback across all service touchpoints. Operating in a competitive landscape where retailers increasingly influence service expectations and customers demand same-day resolutions, the company aimed to optimize operational efficiency while ensuring high-quality insights.

A primary goal was to increase NPS response rates from 14% to 25%, providing robust, unbiased data to drive CAPA decisions, enhance service delivery, and strengthen overall customer satisfaction.

Challenges

Before adopting SurveySparrow, Onsitego relied on CloudCherry to capture customer feedback. While the tool offered basic functionality, it was complex to configure and difficult to extract actionable insights. Analyzing feedback often required extra manual effort, and generating meaningful reports was time-consuming.

Additionally, manual outreach for feedback reduced response quality and slowed decision-making, creating operational bottlenecks. With growing customer expectations for rapid service, this limited the team’s ability to make timely, data-driven CAPA decisions and optimize overall operations.

Solution

Onsitego leveraged SurveySparrow to streamline feedback collection and automate survey workflows. With Webhooks, every survey response was pushed in real time to their systems, ensuring immediate visibility without manual effort. The team sent NPS surveys via email, and negative responses triggered follow-up calls so the team could engage customers and resolve concerns promptly.

They were able to create and configure surveys tailored to different customer segments, while analytics and custom reports helped convert responses into actionable insights.
This provided a clear, efficient process for monitoring feedback, addressing concerns, and supporting data-driven operational decisions.

How we hit the mark

NPS surveys
Webhooks
Email share
Real-time dashboards

Results

With SurveySparrow, Onsitego achieved significant improvements in feedback collection, operational efficiency, and overall customer experience. Before using SurveySparrow, their NPS response rates were 14%. Now they have reached 23%, moving closer to their target of 25%. This also led to a 6-point increase in NPS.

Negative responses triggered same-day follow-up calls, allowing the team to address concerns promptly and keep up with growing customer expectations for fast service.

The automation and real-time feedback capture reduced manual effort, minimized bias in responses, and enabled the team to make better, data-driven CAPA decisions. With a higher volume of reliable feedback, Onsitego could identify operational gaps, streamline processes, and focus on areas that truly impact the customer experience.

Looking ahead, they plan to continue using SurveySparrow to expand NPS coverage, further automate feedback workflows, and extract actionable insights that will sustain improvements in CX and operational efficiency.