Alchemer helps Buffalo Sabres improve fan engagement through AI-powered feedback analytics and customer experience insights.
Alchemer, a customer experience and feedback technology provider, announced that the Buffalo Sabres are using its AI-powered Alchemer Pulse platform to improve fan engagement, customer satisfaction, and data-driven fan experience strategies.
According to the company, the Buffalo Sabres have significantly expanded their ability to capture, analyse, and respond to fan feedback using Alchemer Pulse, helping improve engagement and operational decision-making across the organisation.
The NHL franchise selected Alchemer to provide a scalable feedback solution capable of analysing large volumes of qualitative fan responses while delivering actionable insights across multiple departments.
Over the 2025–26 regular season, the Buffalo Sabres analysed more than 41,000 open-ended survey responses, while survey participation doubled year over year, reflecting stronger fan engagement and trust.
According to the company, fan insights contributed to measurable improvements, including double-digit increases in customer satisfaction (CSAT) and net promoter score (NPS).
“Fans are the heart and soul of our organisation. Alchemer Pulse is a researcher’s dream, as it allows us to put numbers to unstructured qualitative data, giving us visibility into what matters most to our fans. We are making faster, smarter decisions that directly improve satisfaction, and the overall response has been excellent,” said Jeremy Cohen, Manager of Fan Development, Buffalo Sabres.
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AI-Powered Fan Experience Insights
According to Alchemer, its AI-powered text analytics capabilities help organisations synthesise large volumes of customer comments across multiple languages, themes, and sentiment categories.
The platform enables the Buffalo Sabres to:
- Analyse fan feedback at scale
- Identify customer sentiment trends
- Improve fan engagement strategies
- Support data-driven operational decisions
- Prioritise fan experience investments
The company stated that fan insights are now shared across ticketing, digital, brand, events, and executive leadership teams to align customer experience priorities across the organisation.
Supporting Data-Driven Customer Engagement
According to Alchemer, organisations are increasingly investing in AI-powered feedback platforms to better understand customer sentiment and improve engagement strategies in real time.
“Alchemer is delivering purpose-built AI that helps organisations like the Buffalo Sabres turn feedback into measurable business outcomes. Pulse provides clear, actionable intelligence in an intuitive platform, enabling teams to strengthen fan relationships, drive continuous improvement and ultimately impact revenue,” said Ryan Tamminga, Chief Customer Officer, Alchemer.
The company stated that combining AI-powered analytics with customer feedback programmes helps organisations build more sustainable and responsive customer experience strategies.
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