Case Study: Parts Town cuts CX reporting 70-80% and consolidates 11 listening programs with Qualtrics
Key results
The challenge
Parts Town, a foodservice-equipment parts distributor, collected customer feedback across disconnected tools, which slowed reporting and made it hard to see the full customer journey. The team wanted a consolidated, structured experience program.
The solution
Parts Town consolidated feedback into Qualtrics CX, EX, and Strategy & Research, using Text iQ for analysis and working with partner Red Pepper to scale its listening programs.
“What changed was our ability to consolidate and structure that feedback in a connected experience ecosystem.”
PWPatti WilliamsSenior Director, Customer Insights & Success, Parts Town
The results, in context
Parts Town reported 70-80% faster CX reporting, cutting the cycle from weeks to days, and now captures more than 60,000 customer responses annually across 11 listening programs, up from fewer than five. Text iQ analysis surfaced a 25% relationship between fulfillment-related feedback and CSAT swings.