How FabFitFun tackles customer churn & invests in customer growth with Idiomatic

Customer Stories

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“Idiomatic was essential in our Voice-of-Member initiative for 2021.”

Challenge

Manual tagging of data resulted in inconsistencies, small samples, and excess time spent on deep dives to surface insights. With 2 million subscribers, FabFitFun needed a scalable, data-driven way to translate the voice of the customer cross-functionally. FabFitFun partnered with Idiomatic to drive transformative solutions with real-time insights into the “why” behind customer satisfaction scores.

The Idiomatic Solution

Idiomatic analyzes and categorizes FabFitFun’s text survey responses and support contacts in real-time. Idiomatic’s customized AI and real-time insights dashboard empowers FabFitFun to make the changes that matter.

Results

49% decrease in complaints

FabFitFun improves retention by addressing specific reasons for customer churn uncovered with Idiomatic insights.

250% increase in product satisfaction

FabFitFun uses Idiomatic’s specific categorization of product feedback to guide merchandising decisions to delight customers.

28% decrease in contact volume

FabFitFun implements solutions to proactively address nuanced customer pain points uncovered by Idiomatic.

6% increase in 5-star ratings

FabFitFun prioritizes changes using Idiomatic’s key driver analysis to correlate top customer pains to negative scores.

Reduction in manual analysis to get product insights

FabFitFun saves time & makes decisions faster with Idiomatic’s real-time, AI categorization.

If you would like to learn how Idiomatic’s solutions can help your company achieve tangible results, request your custom demo today.

“We have never had the ability to look at marketing survey data like this!”

“Idiomatic has saved hours and hours of manual work.”

If you would like to learn how Idiomatic’s solutions can help your company achieve tangible results, request your custom demo today.