Case Study: StubHub improves buyer satisfaction and reduces replacement tickets with ForeSee

StubHub Discovers How Communication is the Ticket to Higher Satisfaction with Buyers

StubHub, the world’s largest ticket marketplace, needed a better way to measure buyer satisfaction and understand where its customer experience was breaking down, especially for buyers who received replacement tickets. Working with ForeSee and its transactional post-fulfillment survey and predictive measurement model, StubHub sought to quantify satisfaction issues across key audience segments and identify the root causes behind dissatisfaction.

ForeSee helped StubHub analyze transactional feedback, pinpoint problem areas such as replacement ticket quality, cost, and seller performance, and use those insights to improve seller communication and management. As a result, StubHub cut the number of customers receiving replacement tickets by 50% within six months, increased satisfaction among those customers by 35%, and reduced call center volume, improving both customer experience and operational efficiency.

StubHub

Christopher Daniels

Customer Insights Senior Manager