Case Study: a leading beer retailer achieves 10x more survey responses and lower operating costs with Intouch Insight

Online customer satisfaction survey program drives survey response rates and cuts operating costs

The leading beer retailer, a major provider with over 450 stores, faced challenges in collecting and acting on customer feedback. Their previous in-person and phone survey methods were inconvenient for customers and resulted in low participation rates. The data they did collect was difficult to analyze, making it hard to develop effective action plans to improve customer experience.

Intouch Insight implemented a solution using online surveys and targeted outreach through a contact center to engage both retail and wholesale customers. This new program included incentives for retail customers and user-friendly dashboards for real-time data sharing. The results were significant, including a tenfold increase in retail survey responses, a major reduction in operating costs, and a 60% reduction in survey length without losing critical data. Intouch empowered the company to easily spot trends and develop data-driven action plans.