Decathlon's Customer Experience Success Story
Case Study
Overview
Decathlon’s management have always understood the importance of regular customer feedback, that is why they have been measuring customer experience with a survey for years. Besides a satisfaction scoring scale, they included an open-ended question, resulting in 2300 pieces of textual feedback every month. Luckily, extracting crucial messages has not become an issue: Zurvey.io and its built-in text analysis has made it easy for Decathlon to learn from reviews and turn insights into action.
"There are many users who have written reviews several times. For them, seeing that we improve based on their opinion is an incredible experience."
Kitti Kulin, Customer Relationship Manager, Decathlon Hungary
Challenge
Reading and processing so much feedback takes hundreds of hours, which isn’t an optimal use of employees’ time. In just six months, Zurvey.io has analysed more than 14 thousand customer reviews for Decathlon, and the company has been able to create a better bonus system for staff working in stores using Zurvey.io’s metrics.
Read the case study if you want to know…
- how shopping experience can be enhanced with a survey;
- why automated text analysis saves you time and money without having to worry about missing out on feedback;
- which areas can benefit the most from smart surveys, topic recognition and sentiment analysis.
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Auchan
“I love working with Zurvey.io, it instantly gives me a clear overview of our customers’ feedback. Neticle’s expert analyses save the Market Research Department significant amounts of time, since they give us sharp, definite recommendations about the areas we need to improve. We integrate these into our strategic decisions in order to further improve our customers’ shopping experience.”
Raiffeisen
“As a CX leader, I thrive in collecting, analysing and extracting insights from customer feedback. Neticle, with their advanced technology and customer centricity, have been instrumentation in our efforts to harness the power of unsolicited (text) feedback – a source of insights that is continuously increasing in importance as we digitize our customer journeys.”
Xdroid
"Zurvey.io has an intuitive GUI and nice graph-type visualization of topics and sentiments that help better understand customer surveys and messages on a larger set of data, e.g correlating sentiments, name entities, locations, and verbs. It supports almost all European languages handles negations, double negations as well."
