Case Study: Argos achieves a unified multichannel customer view with ForeSee

ForeSee Feedback Supports Argos’ Strategic Transformation, Offering Tactical and Operational Advantage

Argos, the U.K.’s leading digital retailer, was undergoing a major multichannel transformation and needed a single way to track customer satisfaction across its stores, website, mobile, home delivery, and other touch points. Its existing surveys were fragmented and inconsistent, making it difficult to see one clear view of the customer experience. Argos chose ForeSee and its Voice of Customer solution to help measure performance across the business.

ForeSee implemented a unified customer experience measurement program for Argos, expanding to 11 channels in four months and 14 channels within a year. The ForeSee VOC Portal gave more than 150 managers access to weekly insights, while channel teams used detailed reviews to prioritize fixes. As a result, Argos gained a “one-number” multichannel view and used ForeSee data to guide website improvements, quarterly priorities, and trading meetings with customer-driven decision-making.

Argos