Case Study: Nestlé Canada achieves consumer-centric growth and higher customer satisfaction with Bazaarvoice

Nestlé Canada improves products with Questions & Answers

Nestlé Canada set out to become a more consumer-centric organization and keep delivering products people love across its portfolio of well-known brands. The challenge was to better capture and act on customer feedback so product and marketing teams could make faster, more informed decisions.

Using Bazaarvoice Ratings & Reviews and Questions & Answers, Nestlé’s CX team centralized UGC, linked it to insights and reporting, and integrated responses via a Salesforce connector. The program drove higher engagement and satisfaction — including reverting a redesigned iced tea back to the original formula and raising its rating from 1.7 to 4 stars — generated 700+ consumer questions in three months (reducing customer service load), and delivered faster, data-driven decisions across the organization.

Nestle Canada

Lee Beech

Director of Consumer Experience