Case Study: Freedom achieves a customer-centric culture with Qualtrics

Freedom - Customer Case Study

Freedom partnered with Qualtrics to build a comprehensive Voice of Customer program as part of its customer success and CX strategy. The challenge was to collect and understand customer feedback across multiple touchpoints — including the website, in-store experiences, and product delivery — and turn that data into clear, actionable insights that could support a more customer-centric culture.

Qualtrics implemented a platform that analyzed experience data, identified the key drivers of satisfaction and dissatisfaction, and linked CX performance to business outcomes such as profitability and NPS. By democratizing insights through dashboards for teams across delivery, sales, digital marketing, operations, and management, Freedom created a more holistic customer journey and a stronger foundation for long-term performance, with CX now embedded at the heart of the business.

Freedom

Jason Piggott

General Manager - Marketing