Who?

• 369 emails/5 responses
• 85% deloitte, persona (5.87%), capgemini and OC (2.73%)
• users that responded NPS 01.04.2025-30.05.2025

Untitled

Since there were few interviews but a lot of notes left on the NPS questionnaire, I analyzed those too.

After cleaning the data, I ended up with 83 readable comments out of which, 13 are n/a

Top 5

• Login issues: Users keeps on getting logged out and requested the FaceID verifications repeatedly
• Survey: They get annoyed that we are forcing the survey and even more on onboarding or when they are getting the DT. Some of the N/A comments feed into this, “have not used the app yet”
• More Payment Options: with PayPal being named 5 out of 10 times
• Slow loading times: this is the first time i see this. did we have a bug?
• More service clarity & usability: better usability will provide clarity on how the service works