Case Study: Asia’s Leading Online Retailer captures 700+ live feedback responses and improves CSAT by 5 points with SurveySensum QR surveys

How Asia’s Top Retailer Got 700+ Live Feedbacks – No Email, No CRM

The customer, Asia's leading online retailer Lazada, faced a challenge in gathering timely feedback during a large public event. They lacked attendee data and a method to collect real-time insights on operational issues like queue times and comfort, rendering traditional post-event email surveys ineffective for immediate action.

SurveySensum implemented a solution using QR codes to collect live feedback. By placing codes strategically around the venue, they gathered over 700 responses without needing emails or a CRM. This allowed the team to identify and fix problems during the event, which reduced entry wait times by 40% and improved their CSAT score by 5 points within two days.