Case Study: David’s Bridal achieves exceptional omnichannel experiences and dramatic review & NPS growth with Birdeye

How David’s Bridal creates exceptional omnichannel experiences with Birdeye

David’s Bridal, a 70-year-old retailer with 300+ stores and one in three U.S. brides as customers, faced a major challenge: feedback was coming from only a small, unrepresentative subset of shoppers and store-level accountability and insights were lacking. To automate customer feedback, ensure accurate local listings, and get actionable analysis across regions and individual stores, David’s Bridal partnered with Birdeye and deployed Listings, Reviews, Surveys, Ticketing, Insights and Managed Services.

Birdeye centralized listings and automated review solicitation, response and ticketing while surfacing insights to drive operational change. The results were dramatic: a 294.62% increase in review volume in the first 12 months, overall star ratings rising from 4.0 to 4.6, a 78% increase in social NPS and company-wide NPS improving from 19 to 73; Birdeye’s managed services also enabled rapid responses during peak periods (handling up to 1,500 reviews/day) and supported targeted fixes like staffing model changes and in-store returns that boosted online sales.

David's Bridal

Holly Carroll

Vice President, Customer Service & Contact Center