Case Study: Best Buy achieves multi-channel customer satisfaction and stronger loyalty with CFI Group

Best Buy - Customer Case Study

Best Buy, the world’s largest consumer electronics retailer, faced the challenge of creating a seamless multi-channel customer experience as its business expanded across stores, call centers, Geek Squad, BestBuy.com and delivery/installation services. To understand how each touch point affected satisfaction and loyalty, Best Buy engaged CFI Group and its technology platform using the American Customer Satisfaction Index (ACSI) methodology to scientifically measure satisfaction across the entire customer lifecycle.

CFI Group implemented continuous, cross-channel measurement and analytics that pinpointed drivers of satisfaction—finding, for example, that highly satisfied customers spend nearly 50% more over the next 90 days and that employee interactions account for almost two-thirds of overall satisfaction. Using CFI Group’s insights, Best Buy empowered employees, improved cross-channel communication, introduced a callback program for problem resolution, and prioritized fixes at critical touch points, resulting in stronger customer relationships, higher loyalty and measurable revenue impact.

Best Buy

Julie Beth Mcfall

Director