Powering a CX transformation: Evolving RS Group’s VoC program with Forsta
Tools used
- Forsta Plus
- Forsta Action Management
- Forsta Text Analytics
How we helped RS Group turn passive feedback into real-time, business-critical insight—and embed VoC across every digital touchpoint.
The challenge
Moving beyond the metric: Making VoC matter at every level
RS Group had been running a traditional VoC program for years. But as customer expectations evolved, trend data and satisfaction scores just weren’t enough.
They needed to capture feedback at critical friction points, uncover deeper insight into customer behavior, and empower teams to take action across regions and digital platforms.
It wasn’t just about listening—it was about making every customer voice drive smarter, faster decisions.
“We used to rely on CSAT, but the feedback was vague. With targeted digital feedback, our product teams are in the platform every week, using the data to prioritize roadmap decisions.”
Lisa Tarry-Sellers
Head of Group VoC Programs
RS Group
Our solution
Micro-moment feedback, smarter signals, and CX-led product decisions
Working closely with Forsta’s CX consultants, RS Group redefined their VoC strategy around business value. They launched embedded micro-surveys across digital touchpoints—from checkout and search to product error reporting.
They implemented AI-generated summaries and real-time alerts to surface insights quickly and tied VoC data directly into digital product roadmaps.
The result? Feedback that’s fast, focused, and fully embedded into how the business runs.
The results?
- 22K+ pieces of actionable feedback, tied to real-time digital touchpoints
- Product and platform teams using dashboards weekly to prioritize updates
- Reduced cart abandonment and increased conversions
- Executive teams using VoC data in quarterly business reviews
- A complete shift from pushing insight out—to teams pulling it in
Read the full case study to find out more.
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