Integrating brand & CX tracking to improve satisfaction

Aspire42 oversees multiple consumer brands including Snaffle, an e-commerce subscription platform offering consumers a flexible credit option through Aspire 42’s WalletPay, an innovative bite-sized payments approach via a credit assessment.

Aspire42 was looking to develop a comprehensive feedback system to link customer experiences with brand perceptions, operational data, and financial outcomes. They needed to enhance customer acquisition efforts while maximizing lifetime value through reduced attrition, stronger relationships, and positive market advocacy.

Aspire42 partnered with Evolved Thinking to design and implement an end-to-end Brand and CX Tracking program that included:

• Annual disposition and post-fulfillment feedback loops across customer segments were established, fully integrated at the data level.
• Brand and advertising tracking for Snaffle provided metrics on brand health, advertising effectiveness, and broader market trends in real-time dashboards.
• CX metrics were woven into the program to measure satisfaction, application experiences, and delivery performance, in automated monthly push reports.

With these insights, Aspire42 was able to prioritize market opportunities and make strategic, data-backed decisions.

• Snaffle's average Google rating increased from below 3 stars to 4.2/5 as of February 2025, reflecting an increase in customer satisfaction.
• Satisfaction scores increased over time and were leveraged to attract new customers by showcasing expected service quality.
• Customer experience metrics are now viewed as core business health indicators, alongside financial and media metrics.
• Case Manager resolved over 97% of customer concerns, preserving brand reputation and reducing cost-to-serve.
• Provided actionable insights to refine product ranges, pricing, and application processes based on real-time feedback.