Case Study: Argos achieves real-time customer insight and improved satisfaction with Brandwatch Analytics

Argos - Customer Case Study

Argos, the UK’s leading digital retailer with hundreds of stores and millions of annual visitors, rolled out 53 new digital concept stores and needed to understand how customers would react. The company faced the twin challenges of gauging sentiment about the new in‑store experience and managing a large volume of social feedback across many locations to detect regional differences and store-specific issues.

Argos deployed Brandwatch Analytics — using sentiment analysis, demographics, customizable dashboards, and category/rule filters — to monitor conversations by store and customer segment. The platform let Argos quickly surface and act on issues (for example, correcting a mislabeled Clapham Junction sign), identify which stores and features were resonating, feed praise and problems to store managers, and shape future roll-outs to improve customer satisfaction.

Argos

James Finch

Customer and Digital Insights Manager