Case Study: E*TRADE achieves 5x more advertising research in half the time and at one-third the cost with Qualtrics Research Suite

E*TRADE - Customer Case Study

E*TRADE Financial, a retail online brokerage, needed real-time customer insights to make its investing experiences easier and more competitive. Survey creation was slow and required dedicated programmers, and fielding and reporting often took weeks—delaying decisions across marketing, product and service teams.

By adopting Qualtrics Research Suite, E*TRADE built secure, complex surveys in-house, ran ad tests in days (supporting its award-winning campaigns), and consolidated voice-of-customer data with Salesforce. The result: advertising research time cut by 50% and costs reduced by 70%, a doubling of research volume by a small team, retention of customers and millions in assets, and a 43‑point improvement in NPS.

E*TRADE

Richard Shakarchi

Director of Market Research