HOLLAND & BARRETT

A customer feedback 'port of call'

Leveraging customer insights to deliver personalized ecommerce experiences.

Cut vegetables
grey-quote

GetFeedback had a large influence on the decisions regarding the vision, position, and launch of our Healthbox initiative.

—Michelle Hodgson, digital optimization manager, Holland & Barrett

THE CHALLENGE

A multitude of customer journeys

Holland & Barrett offers a large variety of customizable health & wellness products and packages. The multifaceted nature of the retailer’s offerings and variety of customer personas made tracking customer journeys overwhelming. H&B needed in-depth visibility and insight to satisfy the needs of its customers.

THE SOLUTION

A customer insight “port of call”

H&B captures customer feedback through in-page widgets and omnichannel surveys and shares the detailed insight with key stakeholders across the organization.

Identify and eliminate design flaws and bugs

Using GetFeedback’s customizable in-page widgets, H&B gathers real-time feedback to discover bugs and UX issues that prevent customers from making a purchase. By fixing a specific UX issue, H&B has seen improved conversion rates.

Woman going to yoga
Woman working out

Tap customer insight for successful product launches

Data from GetFeedback guides price and positioning. H&B found that customers doubted the nutritional value of their Healthbox subscription. By adding nutritionist testimonials, H&B built credibility and drastically increased conversions.

Communicate customer insights to multiple stakeholders

Every team at H&B uses customer feedback to optimize user journeys. With GetFeedback, H&B sets up automated emails to stakeholders with customized information that provides each team member with role-specific action items.

Communicating with customers
THE RESULT

Personalized customer experiences

GetFeedback serves as a guide for improvement in the customer experience, equipping every team at H&B with actionable data. H&B manages, tests, and iterates enhancements specific to individual buyer personas, ultimately creating stronger and more personalized purchasing experiences.

Couple walking with dog

Read more customer success stories

See what GetFeedback can do for your business

Get your CX program up and running in days, not months.

Mercari-logo-black
Honeywell-logo-black
Toyota-logo-black
Carrefour-logo-black
Headspace-logo-black

GetFeedback is brought to you by  momentive.ai. Shape what's next with AI‑driven insights and experience management solutions built for the pace of modern business.

Copyright © 1999-2023 Momentive