Case Study: Lands' End achieves 6× response rates and 91%+ top CSAT with Customer Thermometer

Retailer Lands’ End shares its success using Customer Thermometer

Lands’ End turned to Customer Thermometer to get a reliable, easy way to measure customer satisfaction, boost response rates and validate the work of its teams. The retailer needed a simple survey solution that could be embedded in existing emails and provide insight leaders could act on, especially to identify and remedy instances of customer dissatisfaction.

Customer Thermometer delivered an email‑embedded CSAT tool with brand‑accurate red/amber/green/gold one‑click responses, live personal “thermometers” for team leads, and integrations with systems like Outlook, Salesforce, Zendesk and ServiceNow. Within three months Lands’ End saw six times the expected number of responses, over 91% of ratings at the highest “gold” level, real‑time dashboards for teams, and a new workstream to investigate and resolve negative feedback — with ongoing support from Customer Thermometer.

Lands’ End

Zach Munns

Senior Project Manager