How Sharekhan Closed the Loop With 96% of NPS Detractors Within 24 Hours
Sharekhan, one of India's largest brokers and one of the first to offer online trading, uses Alterna CX to measure NPS across every digital and physical touchpoint and act on every negative experience. Real-time alerts helped the team cut first response time by 70%, contact 96% of NPS detractors within 24 hours and grow NPS by 30 points.
Full Case Study
See How Sharekhan Turned Real-Time Feedback into Faster Recovery and Higher NPS
From Month-Long Delays to Closing the Loop Within 24 Hours
About
Founded in 2000, Sharekhan was one of the first brokers to offer online trading in India and is one of the country's largest brokers. Since November 2024, it has been part of Mirae Asset Financial Group.
The Challenge
Each Sharekhan department ran its own occasional surveys, and manual analysis meant around a month passed before results reached front-line teams.
Reaching out to customers within 24 hours from the time they give us feedback creates the best experience for them. With Alterna CX, we decreased first response time by 70%, closed the loop with 96% of NPS detractors and achieved 30-point growth in NPS last year.
Vipul Kothari | Senior Manager, Customer Experience, Sharekhan