Case Study: Marshalls achieves 700% more customer responses and an 18% CSAT boost with SurveySparrow

Marshalls Forged their Customer Experience Journey with SurveySparrow

Marshalls, a leading UK hard landscaping, building, and roofing products supplier, wanted to improve customer experience beyond a once-a-year feedback exercise. Previously, it relied on an agency to conduct long phone-based surveys that took around 20 minutes per customer, stretched across nearly two months, and produced only about 700 responses with limited depth and clarity.

SurveySparrow provided Marshalls with a more flexible customer experience platform, using CSAT, NPS, and feedback surveys shared via email and SMS, with Power BI integration for analysis. With SurveySparrow, Marshalls increased annual feedback responses by 700%, reduced feedback collection time to under 2 minutes per customer, and boosted CSAT by 18%, while also improving turnaround time and customer issue resolution.

Marshalls

Jon Horrie

Group Customer Experience Manager