Case Study: David's Bridal achieves a 70+ NPS and transforms customer experience with Birdeye

Holly Carroll makes every experience the one of a lifetime

David's Bridal, led by Holly Carroll (VP, Customer Service & Contact Center Operations) faced the challenge of creating consistently emotional, service-first experiences across 300+ stores and a large contact center—especially during crises like the COVID-19 store closures that generated a 10x surge in contact-center volume. To support that mission they worked closely with Birdeye and other partners to improve how teams capture feedback, engage customers, and scale digital channels.

With Birdeye’s support, David’s Bridal implemented rapid customer-experience enhancements, expanded AI and messaging channels, and shifted to a fully remote contact-center model while redeploying field teammates to help handle volume. The results included maintaining service continuity through the crisis, rolling out frequent CX improvements, and achieving a Net Promoter Score in the 70s—demonstrating measurable improvement in customer satisfaction enabled by Birdeye’s partnership.

David's Bridal

Holly Carroll

Vice President, Customer Service & Contact Center