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Since StubHub is facilitating the reselling process between fans, they don't have direct control over individual sellers or ticket inventory. The company used a ForeSee post-fulfillment survey and found that buyers receiving replacement tickets were experiencing issues that needed to be addressed. By better understanding the expectations of buyers and sellers, StubHub was able to:

  • Cut the number of customers receiving replacement tickets in half within 6 months
  • Increase satisfaction for customers who receive replacement tickets by 35% within 6 months
  • Become more operationally efficient while offering a better buyer experience

“Collecting satisfaction results at the transactional level is critical to improving the customer experience.”

—CHRISTOPHER DANIELS
CUSTOMER INSIGHTS SENIOR MANAGER