Real-World Case Studies and Customer Success Stories with Forsta (formerly Confirmit)

Forsta Visualizations helps DHL Global Freight Forwarding connect teams in many countries. DHL uses Forsta to combine feedback from two... Voice of Customer surveys. The platform brings together real-time NPS data and annual survey results. This gives clear, simple, and actionable insights to staff. Team members can see customer issues and trends across regions. The system helps DHL deliver better service and respond quickly to customer needs.
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Forsta's Heathrow Discovery portal helped Heathrow Airport manage huge amounts of passenger data. Before, staff waited days for reports and... had limited access to insights. The new portal automated dashboards and reports, making data easy to use and understand. Now, employees get fast, flexible access to customer satisfaction metrics. This lets them track trends, compare with other airports, and improve service quickly.
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Forsta helped RS Group transform their voice of customer program. RS Group used Forsta Plus, Action Management, and Text Analytics... to collect over 22,000 pieces of actionable feedback. They launched micro-surveys at key digital touchpoints and used AI summaries and real-time alerts. Product teams now use dashboards weekly to guide updates. The company reduced cart abandonment and increased conversions by embedding feedback into business decisions.
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Forsta helped Best Buy adapt quickly during the Covid-19 pandemic. Best Buy used Forsta’s multi-touchpoint CX surveys, live dashboards, and... real-time action alerts. The company gathered instant feedback on health and safety concerns. Best Buy’s CX team delivered daily insights to leaders. This helped Best Buy keep customers safe and improve digital sales, pricing strategy, and reporting processes.
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Forsta helped Bupa Global improve customer experience with integrated customer surveys, live comment analysis, and interactive dashboards. Bupa Global used... Forsta's software and consulting services to act on customer insights. They reduced customer lapses on product renewal by up to 7.8%. Their NPS increased by 6.2 points. Customer service scores rose by 6.7 points. In 2017, they raised and resolved 2,700 cases.
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Forsta HX Platform helped Philadelphia Insurance Companies improve customer experience. PHLY used Forsta Plus, Action Management, and Text Analytics to... connect survey feedback across teams. They set up dashboards and real-time alerts to act on low NPS scores fast. The company redesigned a billing process using survey data. Customers now get faster help and trust PHLY more.
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Forsta Visualizations helped Ad Hoc Research deliver custom research solutions. Ad Hoc needed a flexible tool to support their tailored... approach and bilingual market. Many platforms were too standardized or lacked multilingual support. Forsta Visualizations offered the flexibility and support they needed. The platform enabled Ad Hoc to streamline workflows and serve more clients. This partnership became a key part of their unique selling point.
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Forsta helped F’inn, a US-based insights consultancy, address mental health challenges in America. F’inn used Forsta’s data collection and analysis... tools to run self-funded research on mental health. The project aimed to uncover the scale and causes of poor mental health in the US. F’inn valued Forsta’s platform for its flexibility and effectiveness in managing research. The partnership enabled F’inn to deliver insights to the wider community.
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Forsta helped Cognita, a global education group, gather feedback from over 80,000 students and 15,000 employees across 100 schools in 16 countries. Cognita wanted to... lead in private education by using customer experience insights. The challenge was getting buy-in from staff and embedding feedback into the company culture. Forsta's solution enabled Cognita to collect and act on key insights for continuous improvement. The program helped Cognita understand and improve the experiences of parents, students, and employees.
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Forsta helped a global sports apparel giant track its brand reputation worldwide. The company struggled with inconsistent data and high... costs from third-party vendors. Forsta provided expert services and advanced brand tracking tools. The solution enabled standardized reporting across retail channels. The brand now gets reliable insights into customer experience in key US and international markets.
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Forsta’s unified insights platform helped Nuuday, Denmark’s largest telecom provider, manage millions of customer interactions across multiple brands. Nuuday needed a... scalable solution to integrate with their data warehouse and support brand-specific experiences. Forsta enabled custom surveys, smart triggers, and a centralized feedback hub. Nuuday reduced survey setup time, improved design flexibility, and delivered faster agent coaching. They achieved higher NPS scores and better customer sentiment tracking with real-time reporting.
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Forsta Plus, Forsta Action Management, and Forsta Text Analytics helped RS Group transform their voice of customer program. RS Group moved... from basic CSAT scores to real-time, actionable feedback at every digital touchpoint. They collected over 22,000 pieces of feedback and used dashboards weekly to guide product updates. The new system reduced cart abandonment and increased conversions. Executive teams now use VoC data in business reviews, making customer feedback central to decision-making.
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Forsta Voice of Customer (VoC) software helps companies understand and improve customer experience. The platform gives a full view of... the customer journey across all channels and devices. It turns data into insights quickly and helps teams act on clear findings. Customers report that Forsta reinforces a customer-centric culture and provides a holistic view of the customer experience. The solution helps break down data silos and supports surveys, interviews, and customizable dashboards.
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Forsta Plus, Forsta Go, and Forsta Visualizations helped KS&R, a market research firm, keep their custom research approach while saving time. KS&R needed more... than standard survey tools. Forsta's advanced survey design and AI features let them build flexible, real-world decision-making surveys. The team used customized question types and saved many hours on manual scripting. Forsta Visualizations made reporting faster and more dynamic, letting KS&R deliver insights to clients in real time.
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Research HX helped Harris Poll improve its market research services. Harris Poll faced problems with its old data visualization tool,... which was slow and did not meet client needs. They switched to Research HX, which includes Forsta Surveys and Visualizations. The new platform made data collection and reporting faster and easier. Harris Poll now delivers better results to clients and saves time with automated data flows.
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Forsta helped Greenbook run a complex survey for the GRIT Report. Greenbook needed to manage a diverse topic set and... a wide sample group. Forsta provided market research technology to support the project. The partnership improved the validity and integrity of the GRIT Report. The new edition set a higher standard for research in the industry.
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