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Case study  ·  Retail & Consumer Goods

Turning 500K+ app shoppers into a continuous insight loop

How Quals.ai helped one of the world's largest fashion retailers build AI-driven feedback into its app for 500K+ shoppers, earning 4× more responses and finding out why some in-store visitors left without buying.

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Client
Global fashion retailer
Platforms
Quals.ai

The challenge

The retailer is one of the world's largest fashion chains, with 1,500 stores in more than 50 countries, including dozens in the GCC region. At that scale, knowing what shoppers think after a visit or a purchase is hard to do quickly.

Some shoppers were walking out of stores without buying, and the reasons were unclear. The retailer wanted a way to hear from customers continuously, in their own words, and to turn what they said into insight fast.

What we did

The retailer worked with Quals.ai to put AI-led conversations inside its shopping app and its stores.

  • Built Quals.ai into the app. The platform was integrated into the retailer's app, which reaches more than 500,000 shoppers.
  • Asked after every purchase. AI-driven feedback conversations now follow purchases, so input arrives while the experience is fresh.
  • Piloted in store. An in-store pilot focused on shopper drop-offs, the visits that end without a sale.
  • Found the reasons. The pilot identified key reasons some shoppers left without buying, and those findings are shaping solutions the retailer is now implementing.

The impact, measured

Early results show 4× more responses and instant insights, with findings from the in-store pilot already turning into solutions.

500K+
App shoppers reached
AI feedback built into the retailer's shopping app
4×
More responses
Early results from AI-driven feedback
10min
Report generation time
Insights ready almost as soon as feedback comes in
  • A continuous insight loop fed by shoppers in the app after every purchase.
  • More voices heard, with 4× more responses in early results.
  • Answers on drop-offs that are informing changes now being implemented.
  • Reports in minutes so teams can act while the feedback is current.
  • Ready for US retailers now that Trellist brings Quals.ai to US organizations.
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