Neon Case Study: 27% Rating Lift, 57% Fewer Detractors
27% improvement in app ratings
53-57% reduction in detractors across platforms
A Neon, one of Brazil's fastest-growing neobanks with about 32 million digital accounts, faced the challenge of maintaining its customer-centric focus amidst rapid growth. With customer data fragmented across multiple channels and high detractor rates on app platforms, Neon needed to transform reactive feedback into predictive intelligence. In partnership with Birdie, the bank unified all customer signals into a single source of truth, making it possible to identify friction patterns 3–4 weeks before they appeared in traditional metrics. The results include a 27% improvement in app ratings, a 53% reduction in Android detractors and 57% in iOS, along with 20x faster validation of product improvements.
The Challenge: Accelerating Growth Through Customer Understanding
Being in a very competitive and innovative industry, Neon faced the dual challenge of driving growth while strengthening user engagement and retention in a highly competitive market. This required not just acquiring new users, but ensuring existing customers remained active and satisfied with their services. However, several critical barriers stood in their way
- Inefficient Product Development Cycles: Without clear visibility into customer feedback, product improvements took longer to validate and implement. Teams needed a way to make faster, more confident decisions about feature launches and enhancements.
- Fragmented Customer Feedback: Data was scattered across multiple channels including app stores, social media, support tickets, and NPS surveys. This fragmentation made it difficult to identify patterns and prioritize improvements effectively.
- App Rating and Satisfaction Challenges: High detractor rates on both Android and iOS platforms indicated a need for systematic improvement in app performance and user experience.
- Limited Cross-Team Collaboration: Product, CX, and other teams lacked a shared understanding of customer needs, making it harder to align priorities and measure the impact of improvements.
Birdie's Solution: Transforming Fragmented Customer Data into Strategic Intelligence
Neon faced the modern fintech challenge: rich customer data scattered across touchpoints, but no unified way to understand what customers actually needed versus what they said they wanted. Traditional feedback approaches captured complaints after problems emerged, while behavioral signals remained invisible and disconnected from customer voices.
The Customer Intelligence Transformation:
Unified Customer Reality Engine: Birdie connected Neon's fragmented customer data ecosystem: app reviews, support interactions, usage patterns, and behavioral signals, into a single source of customer truth. This wasn't just data consolidation; it was creating a complete picture of who customers are, what they do, and what they actually need.
From Reactive Feedback to Predictive Intelligence: Rather than waiting for customers to report problems, Birdie's AI identified patterns in customer behavior that predicted friction 3-4 weeks before it surfaced in traditional metrics. This shift from reactive feedback analysis to predictive customer intelligence enabled Neon to solve problems customers didn't even know they had yet.
Strategic Decision Acceleration Through Customer Understanding: The platform transformed how Neon made product decisions, from quarterly planning based on survey snapshots to real-time strategy adjustments based on comprehensive customer intelligence. Teams could understand not just what customers said, but why they behaved the way they did, enabling more effective product development and communication strategies. By leveraging an integration of Birdie with the Neon’s product analytic tools, Neon was able to develop a deeper understanding of client cohorts and better prioritize initiatives. In addition, Birdie developed an integration with Slack to make Skye, Birdie assistant, easily available at any time, without any additional step to access the voice of the customer.
The Results: From Customer Data to Customer Intelligence: Measurable Business Transformation
Birdie's customer intelligence platform didn't just improve Neon's metrics, it fundamentally transformed how the organization understands and serves its customers.
Customer Understanding Revolution
- 27% improvement in app ratings driven by addressing real customer needs rather than assumed pain points
- 53% reduction in Android detractors and 57% reduction in iOS detractors through proactive experience optimization based on behavioral insights, not just feedback
Intelligence-Driven Operations
- 20x faster product improvement validation by connecting customer voices to behavioral data, eliminating guesswork from decision-making
- Complete customer journey visibility replaced departmental data silos with unified customer intelligence accessible across all teams
Strategic Business Impact
- Predictive problem resolution shifted Neon from reactive support to proactive customer success, reducing friction before it impacted satisfaction
- Data-driven feature development based on comprehensive customer understanding rather than traditional survey-based approaches
- Competitive advantage through customer intimacy - understanding customers at a depth that enables better products and experiences
The Intelligence Advantage - While specific revenue figures remain confidential, Neon's transformation demonstrates how comprehensive customer intelligence creates sustainable competitive advantages. By understanding not just what customers say, but who they are and how they behave, Neon can anticipate needs, prevent problems, and build products that customers didn't even know they wanted.
“Birdie has been transformational for us. It helps us stay close to the customer, detect emerging pains early, and prioritize what really matters. We’ve reduced the friction to access feedback and made it easier for product and design teams to act fast. It’s not just a dashboard, it’s a system that keeps us relevant, connected, and customer-driven.”
Conclusion: Building for Sustainable Growth
Neon's partnership with Birdie demonstrates how unified customer understanding drives organizational excellence. By consolidating feedback from multiple channels and enabling teams to access rich, contextual insights, Neon has built a foundation for sustainable growth in the competitive fintech landscape.
As Neon continues its expansion, this comprehensive approach to customer understanding remains central to maintaining their competitive edge and ensuring their evolution aligns with customer needs and market opportunities. The transformation goes beyond metrics, it represents a fundamental shift in how Neon operates as a customer-centric organization.
