Case Study


Carhartt started running customer experience research 13 years ago, by mailing paper surveys. This highly manual method lacked efficiency, resulted in low response rates, and offered no opportunity to build brand affinity. In 2012, the company discovered MROCs (Market Research Online Communities) and worked with a market-leading provider for three years until Carhartt’s evolution outpaced the capabilities of their provider. They couldn’t easily make updates in their community, there was no mobile app offering, and the interface simply didn’t reflect a 360-degree view of the company and what it stood for.