Case Study: Castorama achieves faster issue resolution and higher customer satisfaction with Survicate

Building Customer Satisfaction with Survicate

Castorama, a European home improvement chain in Poland (part of Kingfisher) with dozens of local stores and a decentralized e‑commerce model, needed to maintain consistent high customer satisfaction across both online and offline channels. Their complex, store-driven platform—where stock, pricing and delivery options vary by location—created challenges around shipping calculations, cart abandonment and getting timely, actionable post‑order feedback tied to the responsible local store.

Castorama integrated Survicate email and targeted website surveys (implemented by Fuse Collective), tagging responses with Customer ID, Store ID and Order ID so feedback reaches the right store in real time. This enabled rapid issue resolution (one delivery complaint was refunded within an hour), quick fixes to shipping miscalculations, and product improvements driven by user input (e.g., a tile meterage calculator), resulting in faster problem resolution, fewer abandoned carts and better alignment between e‑commerce and in‑store customer service.

Castorama

Tom Stefanowski

Web Development Manager