Qualitest and an anonymised fashion and apparel retailer: Ecommerce platform functional testing case analysed
Verdict: what is checkable
The evidence grade (this site's label for how a case is sourced: primary with client or press confirmation, secondary when vendor-hosted only.) is secondary: the only source is the vendor's own page; of 7 metrics, 0 are verifiable yes, 0 partial and 7 no. [ev-1203]
Client profile as published
- Client
one of the world’s largest and most admired fashion companies
(the vendor's description; the vendor does not name the client)- Segment
- Fashion and apparel
- Region
- not stated in the source
- Channels
- stores and ecommerce
- Size indicators
connecting with consumers in over 40 countries
;Their 140-year history
The client description and size indicators are quoted from the source; segment, region and channels are this site's classification. [ev-1203]
Systems in scope
- Ecommerce platform: eCommerce websites named in the section 'Blending physical stores with eCommerce across multiple geographical locations'; chatbot on the eCommerce site named in the SOLUTION block; no platform named
- Integrations (Narvar): chatbot integration with Narvar named in the Key benefits section
Where the source names each system is quoted or summarised from the case page. [ev-1203]
Problem as stated
Online customer inquiries were rising sharply, and the retailer wanted customers to find answers through self-service rather than an agent. It was adding a self-service site and knowledge base on Salesforce Experience Cloud and a Salesforce chatbot on its ecommerce site. Complex chatbot workflows and dashboard issues in Tableau CRM had to be tested. [ev-1203]
Handling a large rise in the number of online inquiries from customers(quoted from the source)
Approach
- Testing types
- functional and performance (main scope: functional)
- Team shape
- our cloud service functional test team
- Duration
- not stated
- Engagement model
- not stated
- Tooling named in the source
- Jira
Metrics claimed
| Metric | Value | Unit | Claimed by | Verifiable | Evidence |
|---|---|---|---|---|---|
| Increase in customer satisfaction | ten-fold | vendor | no | ev-1204 | |
| New self-service Salesforce tools introduced | two | self-service Salesforce tools | vendor | no | ev-1205 |
| Test coverage for functionality | 100 | % | vendor | no | ev-1206 |
| Functional and regression scenarios created | 900+ | scenarios | vendor | no | ev-1207 |
| Requirements captured by the scenario suite | 100 | % | vendor | no | ev-1207 |
| Bugs raised during the project | Close to 200 | bugs | vendor | no | ev-1208 |
| Defect leakage in production | 0 | % | vendor | no | ev-1208 |
What the case does not say
- Baseline before the engagement.
- Measurement method.
- Duration over which the metric held.
- Team size on both sides.
- Cost.
- What was out of scope.
- Whether the client is still a client.
- Date of the work.
Reading notes for a buyer
This case speaks to the scenario “Ecommerce platform migration” and feeds dimension D1 (Retail case study evidence) of the methodology. A question to put to Qualitest:
What customer satisfaction score was measured before and after the self-service launch, and over what period? [ev-1203]
Source and verification
- Source
- How QualityAI Helped an Apparel Retailer Increase Customer Satisfaction Ten-Fold
- Published
- 2026-06-09
- Verified
- 2026-10-30
- Evidence grade
- secondary
- Corroborating sources
- none found
| Id | Claim | Source | Class | Grade | Published | Verified |
|---|---|---|---|---|---|---|
| ev-1203 | How QualityAI Helped an Apparel Retailer Increase Customer Satisfaction Ten-Fold | How QualityAI Helped an Apparel Retailer Increase Customer Satisfaction Ten-Fold | vendor-case-study | secondary | 2026-06-09 | 2026-10-30 |
| ev-1204 | New workflows created enabled queries to be answered quickly and comprehensively, with a ten-fold increase in customer satisfaction. | How QualityAI Helped an Apparel Retailer Increase Customer Satisfaction Ten-Fold | vendor-case-study | secondary | 2026-06-09 | 2026-10-30 |
| ev-1205 | Furthermore, the project’s scope was to deliver enhancements to our Client’s existing customer service flows and to seamlessly support past, current, and future customer inquiries for assistance with queries about products, services, billing, loyalty points, and returns by introducing two new self-service Salesforce tools. | How QualityAI Helped an Apparel Retailer Increase Customer Satisfaction Ten-Fold | vendor-case-study | secondary | 2026-06-09 | 2026-10-30 |
| ev-1206 | we created detailed test scenarios ensuring 100% test coverage for functionality while considering both positive and negative scenarios. | How QualityAI Helped an Apparel Retailer Increase Customer Satisfaction Ten-Fold | vendor-case-study | secondary | 2026-06-09 | 2026-10-30 |
| ev-1207 | A robust suite of 900+ functional and regression scenarios was created which captured 100% of our Client’s requirements. | How QualityAI Helped an Apparel Retailer Increase Customer Satisfaction Ten-Fold | vendor-case-study | secondary | 2026-06-09 | 2026-10-30 |
| ev-1208 | Close to 200 bugs were raised during various stages in the project which ensured a 0% defect leakage in production. | How QualityAI Helped an Apparel Retailer Increase Customer Satisfaction Ten-Fold | vendor-case-study | secondary | 2026-06-09 | 2026-10-30 |
Vendor profile: Qualitest. System facet: Ecommerce platform testing vendors.
Positions on this page are computed from the methodology published at /methodology/ and from the evidence records linked on this page. Case study figures are the vendor's or the client's claims as published at the linked source; the "verifiable" column states what this site could check. The site does not recommend vendors, does not accept paid placement and does not publish rates. Last computed: 2026-11-03.
Published by the editor of retailqavendors.com. Last reviewed .