How Sally Beauty captured better feedback at the moment it mattered most

See how Sally Beauty turned checkout feedback into faster action and better digital experiences

Sally Beauty recognized that traditional survey approaches often miss critical moments of friction in the customer journey. Working with SMG, the brand integrated feedback collection directly into the checkout experience, creating a more effective way to capture customer insights when engagement was highest. By combining real-time feedback with session-level analytics, Sally Beauty gained faster visibility into customer issues and the ability to take action before they impacted satisfaction and conversion.

Learn how Sally Beauty:

• Increased survey reach by 5x year over year by capturing feedback at a key moment in the customer journey
• Improved customer satisfaction by 14 percentage points following implementation
• Leveraged session-level data and replay tools to quickly identify and resolve customer issues
• AEnabled teams to act faster with nearly 1,000 real-time alerts tied to payments, promotions, and product availability