Experimenting with new products in home

Case study | Britex

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Problem to solve

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How Britex used Hearsay

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The benefit to the business

Sarah Scammell
Brand Manager, Britex Carpet Care

What they said

Hearing directly what our customers were saying really changed how we developed our new product launch strategy. We made assumptions about our brand experience and the amount of information we needed to provide. We found out in detail what more we needed to add to make it easy for customers to understand the new changes. We couldn’t believe the difference between listening to customers and reading it in a report. The whole delivery team is much more empathetic about what our solutions need to be because we heard the customers’ feedback directly.
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