{"id":28524,"date":"2021-11-10T13:53:06","date_gmt":"2021-11-10T18:53:06","guid":{"rendered":"https:\/\/www.forsta.com\/resources\/uncategorized\/giving-best-buy-the-instant-insights-to-keep-customers-safe-during-the-pandemic\/"},"modified":"2026-08-31T12:54:49","modified_gmt":"2026-08-31T16:54:49","slug":"giving-best-buy-the-instant-insights-to-keep-customers-safe-during-the-pandemic","status":"publish","type":"resource","link":"https:\/\/www.forsta.com\/resources\/case-studies\/giving-best-buy-the-instant-insights-to-keep-customers-safe-during-the-pandemic\/","title":{"rendered":"Giving Best Buy the instant insights to keep customers safe during the pandemic"},"content":{"rendered":"\n

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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. <\/h3>\n\n\n\n

The challenge<\/h2>\n\n\n\n

Fast-track pandemic problem solving <\/h3>\n\n\n\n

When Covid-19 first hit, customer expectations and priorities changed quickly. Within days, customers had questions and concerns about how to shop \u2013 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\u2019 needs.<\/p>\n\n\n\n

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\u201c<\/p>\n\n\n\n

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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.<\/strong><\/p>\n<\/blockquote>\n\n\n\n

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Jaclyn von Oven<\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n\n\n\n

Director of Customer Experience Measurement and Insights, Best Buy<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

Our solution<\/h2>\n\n\n\n

The tools to adapt, learn and fix on the fly<\/h3>\n\n\n\n

With Forsta, Best Buy were able to quickly adapt their feedback process to their new circumstances \u2013\u202facross all regions and touchpoints. Forsta\u2019s 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 \u2018voice\u2019 of the customer alongside sales and CX metrics \u2013 this gave them a more holistic story of customer and employee experiences. Best Buy\u2019s CX Team delivered daily insights straight to the people who could act on them, and soon had a \u2018seat at the table\u2019 with the company\u2019s key leaders.<\/p>\n\n\n\n

The results<\/h2>\n\n\n\n

Best Buy recognized as best in class <\/h3>\n\n\n\n

Through its partnership with Forsta, Best Buy\u2019s CX team could now act on real-time insights \u2013 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 \u2018Best in Industry\u2019 in their Big Box Retail Awards. <\/p>\n\n\n\n

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Tools used<\/h3>\n\n\n\n
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  • Multi-touchpoint CX surveys <\/li>\n\n\n\n
  • Live dashboards <\/li>\n\n\n\n
  • Real time action alerts <\/li>\n\n\n\n
  • Advanced data analytics <\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n
    \"\"<\/figure>\n","protected":false},"excerpt":{"rendered":"

      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 […]<\/p>\n","protected":false},"author":53,"featured_media":28528,"parent":0,"template":"","meta":{"disable_featured_image":false,"temp_reference":0,"temp_parent":0,"pathfactory_url":"","webinar_link":"","webinar_link_text":"","start_date":"","start_time":"","end_date":"","end_time":""},"resource-category":[211],"resource-topic":[219],"class_list":["post-28524","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource-category-case-studies","resource-topic-customer-experience"],"_links":{"self":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/28524","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource"}],"about":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/types\/resource"}],"author":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/users\/53"}],"version-history":[{"count":1,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/28524\/revisions"}],"predecessor-version":[{"id":43698,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/28524\/revisions\/43698"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media\/28528"}],"wp:attachment":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media?parent=28524"}],"wp:term":[{"taxonomy":"resource-category","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-category?post=28524"},{"taxonomy":"resource-topic","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-topic?post=28524"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}