Case Study: Harry and David achieves 10× research capacity and $10,000–$15,000 per‑survey savings with Qualtrics Research Suite

Harry and David - Customer Case Study

Harry & David, a 75-year-old gourmet gift and specialty-food brand, needed a better way to capture customer insight. They were relying on expensive outsourced research and low-end survey tools that couldn’t handle sophisticated studies, and wanted to put the voice of the customer at the center of decision-making.

By adopting Qualtrics Research Suite, Harry & David began running in‑house tests of prototypes, marketing campaigns and advanced surveys (conjoint, heat maps) without programming. The change enabled surveys to be built in hours instead of weeks, moved 75% of quantitative research in-house (saving $10,000–$15,000 per complex survey), increased research capacity roughly tenfold to more than 20,000 responses last year, sped fact-based decisions, and supported expansion into more product categories and events.

Harry and David

Tim Murray

Director of Market Research