Case Study: The Buffalo Sabres doubled fan survey participation and analyzed 41K+ open responses with Alchemer
Key results
The challenge
The Buffalo Sabres collected fan feedback across the gameday experience but lacked the depth, speed, and scale to translate insights into action. They needed richer segmentation and faster analysis of open-ended responses.
The solution
The Sabres implemented Alchemer with a customized interface, integration to their KORE data warehouse and Tableau, advanced logic and branching for segment-specific questions, and later adopted Alchemer Pulse to analyze qualitative responses at scale.
“We're collecting more fan feedback than ever without adding extra lift for the team, which frees me up to focus on deeper analysis and higher-impact work.”
JCJeremy CohenManager of Fan Development & Insights, Buffalo Sabres
The results, in context
The Sabres reported a 2x increase in survey participation among fans versus the prior year and analyzed more than 41,000 open-ended responses in the year. They also saw a double-digit increase in CSAT, NPS, and arena atmosphere ratings.