Case Study: Westfield increases customer insights with Reputation.com

Westfield drives a 40% uplift in customer insights with the Comment Strength Meter

Westfield, a leader in the retail property sector, was looking for a better way to capture the “why” behind customer ratings in its post-visit surveys. Working with Reputation.com, Westfield sought richer, more actionable feedback from members using its app after shopping center visits.

Reputation.com implemented the Comment Strength Meter in Westfield’s survey module, using a gamified prompt to encourage longer comments. The result was a 40% increase in average comment length, equivalent to about 12,000 additional surveys’ worth of commentary, giving Westfield stronger customer insight for better decision-making and planning.

Westfield

Michael Scarfe

Head of Research & Measurement, Analytics, Insights & Research