Case Study: Australian Red Cross achieves rapid, actionable insights to support Australians during COVID-19 with Qualtrics

How Australian Red Cross is closing experience gaps

Australian Red Cross, a large not‑for‑profit mobilising the power of humanity across Australia, needed to rapidly understand people’s needs and supporters’ sentiment when COVID‑19 hit. With lockdowns and fast‑changing conditions, the organisation had to quickly gauge donor capacity, public behaviour and which individuals were most at risk so it could prioritise communications and services.

Using the Qualtrics platform and Research Services, Red Cross ran rolling “pulse” surveys and prebuilt research programs to track sentiment, run Rapid Needs Assessments and test interventions quickly. The speed and ease of Qualtrics enabled timely check‑ins, targeted support (including Q‑Kits for people in hotel quarantine), sharper external messaging and faster decision‑making, allowing the organisation to act on insights in near real‑time.

Australian Red Cross

Evie Kennedy

Customer Experience Insights Lead