Case Study: Crate and Barrel achieves 97% on-time performance reviews and up to 75% faster manager assessments with Qualtrics 360

Crate and Barrel - Customer Case Study

Crate & Barrel, the Chicago-based home furnishings retailer founded in 1962, faced a cumbersome paper-based performance review process that required customized job-specific forms and struggled to get managers to complete reviews on time. The manual system was inefficient and slowed timely, consistent performance feedback across the organization.

By implementing Qualtrics 360, Crate & Barrel moved reviews online, built tailored forms in days, integrated Lominger competencies, and used tracking and reminders to simplify manager workflows. The change delivered a 97% on-time completion rate in a two-month window, cut some managers’ assessment time by up to 75%, automated scoring, and produced graphical reports that improved manager–associate discussions.

Crate and Barrel

Emma McGuire

Crate and Barrel