Etsy

Industry: Technology / Software
Department(s): Customer Experience

Use Case(s): Customer Acquisition, Customer Retention

Etsy uses Stratifyd to analyze feedback from customer reviews in both the consumer and vendor marketplaces. They use these insights to make data-driven decisions that increase customer acquisition and retention.

Leadership

Challenge:

  • Difficulty understanding and improving vendor experience without analyzing feedback

Solution:

  • Stratifyd enables their teams to perform quick, ad hoc testing of new features and gain immediate feedback

Results:

  • Quicker access to feedback from product changes
  • New, critical insights from vendors
  • Improved buyer and seller experiences

Analyst

Challenge:

  • The combination of third party tools and services they were using required a high level of technical proficiency and was very difficult and time-consuming
  • Vendor feedback within forums was increasing; however, they had no way to analyze it
  • They conducted monthly surveys for consumers and vendors and had no way to detect key topics and trends – their data was expiring

Solution:

  • Stratifyd quickly provides insight into both the consumer and vendor marketplace through powerful visualizations
  • Stratifyd is easy to use

Results:

  • They were able to gain insights from data that was previously being unused
  • Decreased time spent on data analysis
  • Increased analysts' ability to take action on insights