Giving Best Buy the instant insights to keep customers safe during the pandemic
Tools used
- 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.
The challenge
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.
“Forsta enabled speed and flexibility as needs shifted [during the pandemic], especially in regard to the numerous survey and reporting updates. These quick updates to surveys and reporting enabled us to bring Covid-specific insights directly to senior leaders.”
Jaclyn von Oven
Director of Customer Experience Measurement and Insights, Best Buy
Our solution
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.
The results
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.
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