Case Study: eHarmony achieves faster, brand-matched customer insights and improved customer experience with Qualtrics Research Suite

eHarmony - Customer Case Study

eHarmony, a Santa Monica–based dating service founded in 2000 that uses relationship science to match singles for long-term relationships, needed better ways to measure and improve customer satisfaction. Its existing Snap survey tool lacked sophistication, required programming, and produced surveys that didn’t match the brand, limiting the company’s ability to collect timely, high-quality insights.

By adopting the Qualtrics Research Suite, eHarmony built branded, engaging surveys for regular customer satisfaction tracking, concept testing (e.g., affinity sites), and competitive studies. The change eliminated programming, cut survey creation time from hours to minutes, produced actionable feedback that drove website and feature improvements, and enabled the company to handle more research requests from product marketing, PR, and customer care.

eHarmony

Bonnie Penzien

eHarmony