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Moving to a new country is an overwhelming experience. Beyond the logistics of finding a job and a place to live, there’s the struggle of navigating an unfamiliar financial system—often without the necessary documents, credit history, or a local support network. Traditional banks weren’t built for immigrants, and MAJORITY was created to change that.
“Anyone who moves to another country faces the same challenges—you need to find a job, go through the visa process, open a bank account, send money home, and stay connected with loved ones. We built MAJORITY to solve these pain points in a way no one else has.”
Magnus Larsson, CEO & Co-Founder of MAJORITY [source]
MAJORITY combines an account with a Visa® debit card, international money transfers, mobile top-ups, and access to advisors from immigrants' own community in a subscription-based model, which sets it apart from competitors that are often commission-based.
As the company rapidly scaled, it became unsustainable to rely on customer support as the primary feedback collection channel. MAJORITY needed a more structured and automated tool to gather insights, one that would seamlessly integrate with the existing tool stack, including Braze and Intercom.
That’s when they turned to Survicate.
The challenge: Scaling feedback collection and personalization
Initially, MAJORITY’s approach to collecting user feedback was centered around its customer support team, which could only gather insights from users who actively reached out with issues. As the user base grew, this method became increasingly impractical, making it difficult to track overall customer satisfaction.
"As we scaled, relying on customer support and manual feedback collection became unsustainable."
—Aura Arias, Head of CRM at MAJORITY
The company attempted to use Google Forms to distribute surveys, but the lack of integration with their existing tech stack led to inefficiencies. Survey responses were collected, but without a seamless way to send that data back into Braze, there was no opportunity to automate engagement strategies based on user sentiment.
Without a system that could segment users based on their feedback, it was challenging to proactively address concerns, personalize communications, or trigger referral programs based on user satisfaction levels.
The solution: Implementing Survicate and Braze integration for automated engagement
To address these challenges, MAJORITY implemented Survicate’s native integration with Braze and Intercom, allowing them to automate surveys, use survey attributes to segment users dynamically, and act on feedback in real time.
Through this integration, MAJORITY could now collect user sentiment at key points in the customer journey, ensuring that both customer service and marketing strategies were tailored to user needs.
The integration enabled the team to trigger automated support interventions via Intercom for users who expressed dissatisfaction while simultaneously enrolling satisfied users in referral campaigns via Braze.
How Survicate is connected to MAJORITY’s tech stack
MAJORITY’s customer feedback loop is powered by seamless Survicate integrations with Braze, Intercom, and Slack. It enables automated survey distribution, real-time segmentation, and proactive customer support.
“The ability to trigger automated workflows based on survey responses has been critical to improving our retention efforts. With Survicate feeding data into Braze and Intercom, we can act on feedback instantly—whether it’s driving referrals or proactively supporting users at risk of churning.”
—Aura Arias, Head of CRM at MAJORITY
1️⃣ Surveys sent via Braze
- Survicate surveys are triggered through Braze at key moments in the customer journey (e.g., 14-day NPS, 3-month NPS, churn surveys).
- User attributes, such as diaspora and engagement history, are automatically attached to each survey, ensuring responses are segmented correctly.
2️⃣ Real-time feedback processing & segmentation
- Survey responses are sent back to Braze, where users are segmented based on their NPS score (Promoters, Passives, Detractors) or churn reasons.
- Based on the response, Braze triggers automated workflows, such as referral invitations for Promoters or re-engagement emails for churned users.
3️⃣ Automated customer support via Intercom
- Detractors from Net Promoter Score (NPS) surveys are flagged in Intercom, prompting the customer success team to proactively reach out.
- Churn survey responses are also sent to Intercom, allowing agents to follow up and attempt to recover lost users.
4️⃣ Internal visibility
- Survicate survey results are pushed to Slack so they are visible company-wide and teams can react quickly.
Employing NPS surveys at key stages in the customer journey
A core part of MAJORITY’s feedback strategy revolves around NPS surveys, which are sent at two critical stages of the user journey:
The 14-day NPS survey
This survey, sent two weeks after users complete the Know Your Customer (KYC) process, captures their first impressions of the product and onboarding experience. Responses are automatically fed into Braze, where negative feedback (from Detractors) triggers proactive customer support outreach via Intercom.
"The 14-day NPS survey has been game-changing—it helps us support users before they even reach out for help."
—Aura Arias, Head of CRM at MAJORITY
Simultaneously, Promoters are funneled into referral campaigns, encouraging them to spread the word about MAJORITY.
The overall results are also shared in Slack, making them visible across the organization and ensuring that urgent issues are addressed quickly.
The 3-month NPS survey
After users have been active for three months, another NPS survey is sent to measure long-term satisfaction. This helps MAJORITY track how sentiment evolves over time and informs retention strategies.
The feedback collected at this stage is used to adjust product offerings, fine-tune engagement strategies, and further personalize marketing campaigns through Braze.
"With Survicate, we’re not just collecting feedback—we’re using it to make real-time improvements that impact our users."
—Aura Arias, Head of CRM at MAJORITY
Churn surveys
Beyond NPS surveys, MAJORITY also deploys churn surveys to understand why users leave and develop targeted strategies to win them back.
The churn surveys are sent at different points in the customer lifecycle:
- Trial users who don’t convert – Users who start the free trial but never transition into paying customers receive a survey asking about their experience and potential blockers.
- Early churners (within 3 months) – If a user joins but leaves within three months, a survey helps uncover common pain points such as product usability, pricing, or unmet expectations.
- Long-term churners (after 3+ months) – For users who were previously engaged but later stopped using MAJORITY, the survey identifies changes in needs, competitor influence, or service-related issues.
The insights collected from these surveys feed directly into Braze, where re-engagement campaigns are triggered based on user responses. For example, if feedback highlights technical issues, it’s routed to customer support for proactive resolution.
Additionally, churn survey results are sent to Intercom, allowing the customer success team to personally follow up with at-risk users.
Analyzing feedback by diaspora and NPS score
What sets MAJORITY apart is its ability to customize services based on diaspora segmentation. They track users’ national backgrounds and ensure that product features, money transfer fees, and mobile top-up options are tailored to each community’s needs.
"As soon as we get responses, we can filter and see what the NPS is in Venezuela, Cuba, or Mexico and get a clear overview of each diaspora."
—Aura Arias, Head of CRM at MAJORITY
For example, if survey responses indicate that Venezuelan users are experiencing delivery issues with their cards, MAJORITY prioritizes resolving this problem for that specific group.
Beyond diaspora-based segmentation, feedback is also analyzed based on NPS scores, ensuring that detractors receive immediate support while promoters are encouraged to become brand advocates. The integration with Slack ensures that urgent concerns are surfaced in real time, allowing teams to act swiftly.
Multilingual surveys
One of the biggest advantages of using Survicate is its Translations feature, which allows MAJORITY to deliver surveys in both English and Spanish without manual translation efforts. The built-in translations make it incredibly easy to localize surveys, reducing time spent on preparation.
"Survicate saves us so much time—the translations are automatic, and implementing surveys was much faster than with other platforms."
—Aura Arias, Head of CRM at MAJORITY
Implementing Survicate was much faster compared to other tools. Unlike previous experiences that required long and complex setups, Survicate’s integration with Braze was straightforward, allowing the team to focus on using the data rather than configuring workflows.
The result: feedback turned into action
With Survicate, Braze, and Intercom working together, MAJORITY has created a structured and automated way to collect and act on customer feedback. From NPS and churn surveys to diaspora-based segmentation, every insight helps improve the product, personalize communication, and provide better support at the right time.
What makes this setup stand out is how feedback turns into action. Promoters automatically enter referral programs, at-risk users receive hands-on support, and every response shapes future decisions. The company-wide Slack integration makes sure no insight is overlooked, keeping teams connected to real customer needs.
"Every user we retain means a migrant gets the banking support they need. That’s why this integration is so valuable to us."
—Aura Arias, Head of CRM at MAJORITY
By making feedback a core part of its strategy, MAJORITY isn’t just offering a financial service—it’s building a support system for immigrants. And as the company grows, its ability to listen and respond will continue to shape how banking works for people starting a new life in a new country.
Want to see how Survicate can help you scale customer feedback and engagement? Book a call with our Sales team, or try now for free (and no credit card needed)!🚀
