Case Study: BigCommerce improves support satisfaction and NPS with GetFeedback

Leading ecommerce platform BigCommerce listens to its customers with GetFeedback

BigCommerce is a leading ecommerce platform serving more than 55,000 businesses in 120+ countries, having processed over 150 million orders and more than $16 billion in sales. Rapid growth created pressure to scale support channels and close the feedback loop so the company could consistently monitor and improve customer experience.

BigCommerce implemented GetFeedback to run an omni-channel, Salesforce-integrated feedback program that automatically sends short, personalized surveys when Service Cloud cases close (email or live chat) and maintains an always-on NPS survey. Responses feed back into Salesforce, are tagged and analyzed on dashboards (NPS 77), and inform roadmap and churn-management decisions — producing clearer insights, improved support, and happier customers.

BigCommerce

Karen Wlasichuk

Global Process Improvement Leader, Operational Excellence