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Jet.com's investment in customer experience pays off

Jet.com's investment in customer experience pays off

Hannah Alvarez  |  August 17, 2016

Jet.com, a UserTesting customer, was recently acquired for $3 billion by Walmart—the biggest e-commerce acquisition to date. With such a large price tag, it’s clear that Jet.com is doing something right. So what’s their secret?

Customer experience is worth the investment

In a recent article, Forbes suggested that Jet’s commitment to consistently improving their customer experience is what makes them stand out. Forbes writer Steve Olenski interviewed Jet.com Director of Research Ben Babcock about their approach to CX. Babcock stated, “Our customer experience is not solely the website, it is the Jet brand discovery experience (learning about Jet, and checking it out for the first time), it’s the website shopping experience, the delivery experience, and our high quality customer service experience. The customer experience spans each of these touch points and must be seamless, consistent, and delightful from end to end.”

User research improves CX

Jet ensures an excellent customer experience across all channels by getting continuous user feedback from UserTesting, says Babcock. "We use the service at least every other day, running tests to identify areas of improvement across all our shopping experiences. In fact, we've been able to double the conversion rate on desktop from the insights received from the UserTesting panel, and now want to start focusing more on mobile to move the needle on the mobile website," said Babcock in June 2016. With the insights they’ve gathered through UserTesting, Jet has also increased customer savings by 20% and boosted average order size by 8%.

Find out more about Jet’s success

To learn more about how Jet.com keeps improving their customer experience and their bottom line, check out the full Forbes article, the recent UserTesting press release, and Jet’s Medium post, A New & Improved Savings Experience. And to find out how other companies are improving their customer experience and their bottom line with UserTesting, read our case studies.

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About the author:

Hannah is a content manager, dedicated to helping marketers and designers build amazing experiences. In her free time, she likes making things and going on adventures.