After a month of research, we had 574 responses: 88% from users who completed the request and 12% from users who dropped the flow.
In the completed flow, we had 78% of approval, with comments such as: “great experience”, “intuitive and efficient app”, “great that I don't need to call”, “I liked being able to choose the due date” and others.
We had 22% responses that disapproved the experience, with comments like: “very high interest rates”, “more payment options”, “delay in generating the payment slip within the app”, and “problems with customer service”.
In case of the users who did not complete the payment journey, we only had 28% of approval, with comments such as: “very good”, “practical to get the payment slip without having to talk to anyone” and “the app is getting simpler every day”.
We had 72% of people disapproving the journey, with comments like: “very high interest rates”, “abusive interest rates”, “need a discount on payment”, “very difficult to find what I need”, “trying to negotiate and not being attended to”, “not loading the payment slip and need to request it through WhatsApp”.