How GetWhy enables Insights Teams to drive commercial impact at scale

eBay transformed qualitative research from a traditional support function into a scalable, in-house insight engine embedded directly within active decision cycles. By adopting GetWhy, the organization accelerated time to insight by 80 percent, reduced cost per interview by 84 percent, avoided approximately $2.2 million in incremental research spend, and expanded qualitative reach by more than 1,100 percent in certain use cases. In addition, eBay repositioned customer insight from retrospective validation to a real-time commercial input. Faster feedback loops, broader participation, and deeper qualitative context now inform product design, campaign execution, and marketplace strategy while initiatives are still in development. Nucleus finds that this shift has strengthened execution discipline, reduced adoption risk, and improved the organization’s ability to convert product and marketing investment into sustained GMV growth.