Customer story | Pango
More customers responded. More clearly, the experience improved.
Pango serves millions of users across parking and mobility services. It needed reliable feedback after customer-service interactions and a way to improve response quality and experience metrics over time.
The results
Share
Response rate — one in five customers
20%
Increase
Increase in response rate
2×
Increase
Customer satisfaction
from 84
94
Increase
NPS
from 46
69
The approach
Pango used an automated feedback interaction after service-center and digital-support contacts. The program measured representative service and NPS. Timing and wording were refined through testing to improve completion.
Why it matters
The story demonstrates that CX measurement is not a one-time survey launch. The combination of automation, testing and continuous use can improve both the quality of the program and the customer outcomes it tracks.
Ready when you are
Response rate is not a vanity number. It decides what you get to act on.
Howazit helps you understand the signal and act while the moment still matters.