Case Study: Balsam Brands turns customer insights into strategic momentum with Rival Technologies

Balsam Brands boosts survey response rates 15x with Rival Technologies

Balsam Brands, known for its Balsam Hill artificial Christmas trees, faced the challenge of building a new consumer insights program from the ground up. Their legacy research methods were slow and siloed, making them ill-suited for the fast-paced, emotion-driven holiday decor category. To generate cross-functional engagement, they needed insights that were actionable, accessible, and immediate, leading them to partner with Rival Technologies.

Rival Technologies implemented a mobile-first, chat-like research program and a custom insight community called BH Insiders. This solution delivered real-time insights using a mix of quantitative, qualitative, and video tools. The program achieved a 66% response rate, identified reasons for product returns to address them, and directly informed 100% of the strategies for an upcoming catalog. The partnership with Rival Technologies sparked a cultural shift, providing significant ROI and making customer voices central to all business decisions.

Balsam Brands