Case Study: Drybar reduces customer complaints and boosts upsells with Reality Based Group

Drybar cuts customer complaints by 15% with Reality Based Group

Drybar, a rapidly growing salon chain specializing in blowouts, faced a rise in customer complaints and inconsistencies in service across its many locations. To understand these issues and measure the customer experience, they partnered with vendor Reality Based Group and implemented a Mystery Shopping program to provide a review of operational performance.

Reality Based Group created a streamlined evaluation and customizable reporting system that gave Drybar and its franchise owners real-time insight into performance. The solution led to a 15% decrease in customer complaints and a 35% increase in upsells, which drove more revenue. The data provided by Reality Based Group helped Drybar connect employee behaviors to outcomes, resulting in 100% franchise participation within three months of the national rollout.

Drybar