Case Study: Matalan achieves deeper customer insight and improved satisfaction with InMoment

Insight Allows Matalan to Shape Business Around Modern Families

Matalan, a UK value retailer with 217 stores and a growing online presence, has spent 30 years serving modern families. Facing intense competition and wanting to move beyond traditional mystery shopping, the company sought a more dynamic way to understand customer experiences in store and online to boost satisfaction and differentiate its service.

Partnering with InMoment’s Experience Hub, Matalan collects visit‑specific feedback via POS prompts and mobile/desktop surveys, generating over 100,000 customer stories and averaging more than 30 responses per store each month. Those insights—and WOW alerts highlighting positive employee mentions—have driven targeted service initiatives, improved employee recognition and engagement, and enabled data‑driven improvements to the customer experience.

Matalan

Wendy Talbot

Research manager