Case Study: Decathlon boosts feedback rates and customer satisfaction with SurveySparrow

Decathlon boosted its feedback rates from 10% to 45% by using SurveySparrow

Decathlon, the global sporting goods retailer, wanted to improve customer experience by collecting authentic, real-time feedback across its physical stores and digital channels. The company struggled with disjointed feedback mechanisms and limited visibility into customer sentiment, which made it difficult to respond quickly and consistently to customer needs.

SurveySparrow provided Decathlon with conversational surveys and integrated its mobile SDK into Decathlon’s official app and website, enabling streamlined real-time feedback collection, customizable dashboards, and executive reporting. With SurveySparrow, Decathlon improved issue resolution and customer insights, and increased response rates from 10% to 45%, helping boost customer satisfaction and loyalty.

Decathlon

Nisha Moily

Customer Insights Project Lead at Decathlon Sports India