Case Study: Bodybuilding.com Improves Customer Experience with Bizrate Insights

How Bodybuilding.com Uses Feedback-Driven Insights to Advance Their Customer Experience

Bodybuilding.com, a leading online sports, fitness, and nutrition retailer, needed a better way to understand why customer service scores and repeat purchases were below industry averages. The CX team lacked a clear method for collecting feedback and identifying the strengths and weaknesses affecting the customer experience.

Using Bizrate Insights’ online buyer survey and VitalSigns dashboard, Bodybuilding.com analyzed customer comments to fix navigation issues, improve shipping options, and strengthen its community-focused marketing. With Bizrate Insights, the company improved review scores, boosted customer retention and brand advocacy, and earned the Bizrate Circle of Excellence Platinum Award for nine consecutive years.

BodyBuilding.com

Dean Sakamoto

Customer Experience Manager