Case Study: eBay achieves deeper human-centered customer insights and increased conversions with Forsta's Surveys & InterVu

Giving eBay the human touch to compete with Amazon

eBay needed to add a human dimension to its customer data to better understand what drives joy and frustration versus a rival marketplace. To do this it worked with Forsta, using Forsta Surveys to collect quantitative feedback and Forsta InterVu to conduct remote video interviews that would capture customers’ emotions, facial expressions and richer qualitative context.

Forsta’s approach combined survey analytics with short one‑on‑one video interviews (eliminating travel and facility costs) to surface key customer moments and validate trends across the data. The insights helped eBay pinpoint pain points, deepen consumer‑to‑brand connections, and create a more profitable buying experience that improved understanding of where to convert marketplace browsers into buyers.

eBay

Sam Harami

Director of Global Customer Loyalty