889,498 customer contacts across 22 brands, measured on one scale.

Every contact, every brand, one way of measuring.

A business with many brands grows by adding brands, channels and volume, and the feedback program has to keep up. American Bath Group needed every customer email and call in one place, measured the same way, and checked with real statistics before anyone acted on it.

A customer who emails about an order and calls about the same order a day later is one person with one problem. In most companies that problem is counted twice, in two tools, by two teams. With 22 brands, each with its own queue and inbox, the split gets worse.

A single taxonomy, a single scale, a single record.

StatQuestions brings in every support email and every inbound call recording across the brand portfolio. Calls are transcribed with the agent and the customer kept apart, which matters when you are measuring things like empathy, vague language and commitment to a timeline.

Getting the data in was set up with the ABG team, not handed to them. Email cases come from the case management system ABG already runs, pulled on a schedule so nobody rekeys anything. Call recordings come from ABG's phone system by way of the storage bucket it already writes to, transcribed and scored on arrival, with card numbers and personal details masked before anything is saved. The first email load was live within days of the data-mapping call; the voice pathway followed once the recordings were flowing. No cap was placed on volume in either channel.

Every message, whether it arrived by phone or email, is sorted into one set of themes. A damaged-product complaint lands in the same theme whether the customer emailed or called. Repeat contacts across channels are merged into one record, so each issue is counted once.

Email and calls are then measured on the same scale, so they can be ranked and compared directly instead of sitting in separate tools with different measures.

Scale the team has never had before.

As of September 2026, StatQuestions had brought in 744,357 rows from ABG exports and 79,109 rows pulled live from connected systems, and transcribed and scored 66,032 calls. That adds up to 889,498 classified customer contacts across 22 brands.

Instead of reading a sample and hoping it is the right one, the CX team works from every contact. A rise in one theme is checked with a real statistical test before anyone schedules a meeting, and any number opens to the cases behind it and the customer's own words.

Next, ABG's employee survey results are being joined to the same place, so customer and employee feedback can be read side by side.