Case Study: Wickes Achieves 50%+ Survey Response Rates with ContactEngine

Wickes - Customer Case Study

Wickes worked with ContactEngine to improve its customer survey process and gain timely, secure feedback on the delivery experience. The challenge was to move beyond typical low survey response rates and create a cost-effective way to measure both customer satisfaction and On Time and In Full (OTIF) delivery performance.

ContactEngine implemented a conversational survey solution built around Wickes’ existing appointment service, using agreed scripts and business rules to contact customers at the right time. The result was over a 50% response rate—around 10 times the industry standard—with nearly 50% of respondents adding written feedback. ContactEngine also provided real-time dashboard reporting and centralized management information, giving Wickes an accurate, segmented view of delivery performance at national, divisional, and store level.

Wickes