Case Study: Fandango achieves faster product development, higher response rates, and increased advance ticket sales with Qualtrics

Fandango optimized its customer experience faster than ever before

Fandango is a leading movie discovery and ticketing destination serving about 60 million unique visitors each month. In a fast-moving e-commerce and entertainment environment, the company needed a scalable way to capture and act on large volumes of customer feedback so it could quickly fix product issues and better meet moviegoer expectations.

Using the Qualtrics Experience Management Platform, Fandango automatically collects channel-specific feedback, applies smart text analysis, and routes issues into the right internal queues. That workflow let product teams fix problems in days (for example, a confusing seat-selector), enabled a new full-refund policy up to an hour before showtime, and delivered faster product development, better response rates, and increased advance ticket sales.

Fandango

Margaret Wilhelm

Vice President, Market Research & Insights