Case Study: 1-800 Contacts achieves lifelong customer loyalty and revenue growth with Qualtrics

1800 Contacts Uses VoC to Create Customers For Life

1-800 Contacts, the world’s largest contact lens retailer, faced the challenge of turning routine digital interactions into personalized, loyalty-building experiences and needed a scalable way to capture and act on customer feedback — including unexpected requests and small signals that could drive deeper engagement.

Partnering with Qualtrics, they added a simple open-ended survey question and real-time flagging to their VoC program, enabling rapid, personalized follow-ups (from pizza deliveries to S’mores kits and handwritten notes). The initiative produced a +13 NPS lift, a 3.8% increase in reorder rate and about $135K in additional monthly revenue, helping cement lifelong customer relationships.

1-800 Contacts

Neil Wieloch

Marketing Strategy and Insights