Case Study: Gap Inc. achieves real-time customer insights and faster troubleshooting with FullStory

Why Gap Inc. chose FullStory’s Digital Experience Intelligence platform

Gap Inc., the multi‑brand retail company behind Old Navy, Gap, Banana Republic and Athleta, needed a way to monitor and troubleshoot its custom‑built online shopping experiences without slowing site performance — a critical factor for mobile shoppers and Net Promoter Score. Their previous analytics required professional support and produced delayed insights, making it hard to diagnose off‑hours issues and maintain fast, reliable customer journeys.

By implementing FullStory’s Digital Experience Intelligence platform, Gap Inc. gained quick, no‑tagging installation and out‑of‑the‑box integrations that eliminated data silos and enabled real‑time session visibility. The platform let 200+ team members access actionable insights instantly, saved the digital ops team ~10% of the time to retrieve session data, delivered session visibility ~12 minutes faster than competitors, and captured richer interaction data without any noticeable impact on site performance.

Gap Inc.

Patrick McBride

Head of Mission Control (Digital Ops)