Case Study: YETI achieves scalable omnichannel customer insights and rapid service recovery with GetFeedback

How YETI fuels their customer centric values through GetFeedback

YETI, the premium outdoor-gear brand known for indestructible coolers and accessories, faced a growing challenge as its customer base expanded: how to consistently capture and act on customer feedback across channels to maintain product and service quality. They needed a scalable, omnichannel feedback program to understand purchase and service experiences, recover poor interactions, and prioritize improvements.

YETI implemented GetFeedback integrated with Salesforce and Einstein Analytics—using one-touch post-service emails and post-purchase surveys that feed directly into their CRM. This gave real-time sentiment data, unified reporting, and agent-level visibility, allowing fast recovery of negative experiences, targeted coaching, better product and site improvements, and stronger customer loyalty.

YETI

Christopher Hogan

Business Analytics & Modeling