Case Study: Marshalls grows annual feedback responses 700% with SurveySparrow
Key results
The challenge
Marshalls, a UK building-materials manufacturer, relied on an external agency to collect annual customer feedback by phone, with each interaction taking roughly 20 minutes and the full cycle spanning nearly two months. The process produced only about 700 responses per year and data that was difficult to interpret, yielding poor return on the time and resources invested.
The solution
Marshalls deployed SurveySparrow to run targeted CSAT, NPS, and other surveys across SMS and email at key journey touchpoints. Power BI integration enabled sentiment analysis and proactive support interventions, replacing the slow agency process with continuous, self-serve feedback collection.
“I can now comfortably go back to my stakeholders and say that we've got hundreds of responses this month and what we need to focus on. It's fabulous, fresh, and relevant.”
JHJon HorrieGroup Customer Experience Manager, Marshalls
The results, in context
The company recorded a 700% increase in annual feedback responses and an 18% increase in its annual CSAT score, while cutting average feedback collection time to under two minutes. Continuous data flow let the CX team report fresh, actionable findings to stakeholders each month.