Case Study: YETI achieves lasting brand loyalty and improved customer experience with GetFeedback

How the innovative outdoor gear manufacturer improved their omnichannel feedback strategy

YETI, maker of durable outdoor gear like Tundra coolers and Rambler drinkware, needed to scale its customer insights as its product line and channels grew. The company relied on informal feedback from service reps but struggled to capture consistent, actionable Voice of the Customer across phone, web, chat, and email while maintaining the premium service its brand demands.

By partnering with GetFeedback, YETI implemented post-purchase and one-touch post-support surveys that feed directly into Salesforce, plus a dynamic routing model that matches customers to the right agents based on handle time, case type, and CSAT. The program lets YETI quickly recover unhappy customers, reduce returns, inform product and channel decisions, and embed customer insights across the organization—boosting both customer and employee satisfaction.

YETI

Stephanie Stafford

Director of Customer Experience