Case Study: True Value achieves 50% faster research and 40% cost savings with Qualtrics Research Suite

True Value - Customer Case Study

True Value Company, a Chicago‑based retailer-owned hardware cooperative with $1.9 billion in sales and about 4,600 independent retailer locations, needed reliable satisfaction feedback from its widespread network. Outsourcing all research was costly and slow, and a small internal research team couldn’t keep up with growing requests from departments like marketing, HR, and training.

By adopting Qualtrics Research Suite, True Value centralized annual and ad-hoc surveys (using skip logic to handle international segmentation), gathered feedback on products, advertising and field support, and handled more internal research requests. The change cut research time by 50% and costs by 40% by reducing outsourcing, increased research volume by 25%, sped decision‑making to better serve retailers, and effectively paid for itself.

True Value

Jeff Alvarez

True Value