- Multi-touchpoint CX surveys
- Live dashboards
- Real time action alerts
- Advanced data analytics
Covid-19 turned customer service on its head. With help from Forsta, Best Buy was one of the best in its industry at being fast and flexible to keep customers safe and satisfied.
Fast-track pandemic problem solving
When Covid-19 first hit, customer expectations and priorities changed quickly. Within days, customers had questions and concerns about how to shop – both online and in-store. So for retailers like Best Buy, the challenge was to keep people safe while limiting the inconvenience. With almost 1,000 stores to adapt to a new way of working, they needed to quickly improvise and figure out which changes would best suit their customers’ needs.
The tools to adapt, learn and fix on the fly
With Forsta, Best Buy were able to quickly adapt their feedback process to their new circumstances – across all regions and touchpoints. Forsta’s survey designer allowed them to quickly add new questions and get vital feedback like health and safety concerns. Best Buy combined separate data sets like commentary from the ‘voice’ of the customer alongside sales and CX metrics – this gave them a more holistic story of customer and employee experiences. Best Buy’s CX Team delivered daily insights straight to the people who could act on them, and soon had a ‘seat at the table’ with the company’s key leaders.
Best Buy recognized as best in class
Through its partnership with Forsta, Best Buy’s CX team could now act on real-time insights – setting the standard in adapting quickly to overcome pandemic challenges. And the improvements they made went far beyond simply dealing with Covid protocols. They found new ways to boost their pricing strategy, reporting processes and digital sales. By August 2020, their business performance was actually up on where it had been pre-pandemic. And Ipsos declared Best Buy ‘Best in Industry’ in their Big Box Retail Awards.
Watch the webinar on our work with Best Buy
In October 2021, we co-hosted a webinar with Best Buy to round up everything we’d achieved and learned from our partnership.
More customer stories
Less time crunching, more time for consulting Tools used Survey design Data analytics Data visualizations BMG Research wanted to move away from intensive manual market research processes and focus on value add. They needed a platform to automate the reporting. The challenge Embracing rapid turnaround and faster delivery time To grow its business and enhance […]
Closer to customers. Ahead of competitors. Tools used Multi-mode survey design Real time touch-point level reporting Issue resolution alerts Expert feedback consultation For AIG, getting an edge on competitors meant bridging the gap between company and customer. With Forsta in its corner, the insurance giant built a vast, powerful program that listened to customers, and fueled the business with their feedback. The challenge One step removed […]
Getting the balance right for KS&R Tools used Surveys design Data visualizations Live video Digital interviews Text analytics How we helped market research firm KS&R balance keeping their tailor-made approach to research with saving their people time. The challenge Creating custom-made research despite market pressures Making sure their research is custom-made for clients is at the heart of KS&R’s strategy. But around them, […]
Get industry insights that matter,
delivered direct to your inbox