Case Study

Getting To the Real Customer Voice by Adding Qual to Quant

This case study showcases qualitative and quantitative research methods developed collaboratively by eBay and FocusVision. The central objective behind this approach was to bring back the “voice of the customer” when running a traditional online survey. Thus ensuring that customer feedback isn’t just a number on a page, but an emotional voice narrating a human experience.

“In most presentations, you are forced to experience the voice of the customer through text and pictures. With this new approach, you can bring the customer into the room with you to tell the story” – Sam Harami, eBay Director of Global Customer Loyalty

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