Leading Retailer: Drives Business Success with Customer Feedback


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

One of the United States’ largest retail brands has nearly 700 stores and is the leading provider of content, digital media and education products. With a vast product offering and an array of store locations, it struggled to capture and analyze customer support feedback.

After implementing a Voice of the Customer solution with Confirmit the analyzes more than 800,000 surveys per year and a 14 percent response rate, the retailer gathers a significant amount of customer intelligence. This insight has led to a 6.8% increase in its customer satisfaction score and has positively impacted internal agent training protocols.

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