Case Study: Discount Tire achieves enterprise-scale, actionable customer insights with InMoment

How Discount Tire’s Investment in Customer Feedback Is Changing Understanding, Experience Delivery, and Company Culture

Discount Tire, the world’s largest tire and wheel retailer with 1,000+ locations in 33 states and roughly 60,000 customer responses a month, struggled to scale its legacy VoC platform. The old system was slow, provided rudimentary reporting, and required manual bucketing of open‑ended comments, which limited timely action and executive buy‑in.

Partnering with InMoment in 2017, Discount Tire automated analysis of unstructured feedback, ingested two years of historical data, and introduced video feedback plus tools like Coach™ and Explore™ to pinpoint root causes and store‑level opportunities. The result was faster, scalable insights embedded in quarterly reviews and the CRM, stronger executive engagement, improved training and frontline performance, and more personalized, consistent customer experiences.

Discount Tire

Mike Bolland

Director, Omni Channel Customer Insights and Experience