Case Study: Imperfect Foods achieves a holistic customer view and fewer complaints with Qualtrics Experience ID

Filling in critical gaps across the customer journey

Imperfect Foods, a customer-centric grocery delivery company, needed a better way to understand and improve the full customer journey by connecting transaction, experience, and behavioral data. It turned to Qualtrics Experience ID to create a holistic view of customers and uncover gaps in the experience.

Qualtrics Experience ID enabled Imperfect Foods to unify data in one place, capture 100% of its active customer base within three weeks, and build richer profiles for more personalized experiences. With Qualtrics, Imperfect Foods identified specific issues like damaged melon orders and changed warehouse packing processes, leading to a significant decrease in customer complaints and better data-driven decisions.

Imperfect Foods

Connie Wang

Senior Director