How Trading 212 reached 93% CSAT through hypergrowth
- 93%
- CSAT
- 200%+
- team growth handled
A commission-free investment platform grew its support team by more than 200%. Spreadsheets stopped working long before the growth did.
The situation
Trading 212 set out to enable everyone to build wealth, and with over 14 million mobile app downloads it became one of the most popular trading apps in the world. Ambition on that scale meant hypergrowth, and hypergrowth meant the support team grew by more than 200%.
The tooling did not grow with it. Performance management was running on spreadsheets, which works until it very suddenly does not.
What changed
Kaizo replaced the manual reporting cycle with live performance data, quality scores, productivity and coaching in one place rather than assembled by hand each week.
In a regulated financial context, consistency in how conversations are handled is not a nice-to-have. Scoring every conversation against the same criteria is how you get it.
The result
93% CSAT, sustained through a period in which the team more than doubled.
Interviewed: Anton Valchev, Head of Client Relations, and Kristiyan Borisov, Customer Care Supervisor, Trading 212.
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