Case Study: Decathlon improves customer experience insights with YourCX

Decathlon - Customer Case Study

Decathlon Polska partnered with YourCX to better understand and improve customer experience across its e-commerce platform, delivery process, store kiosks, and product reservation journeys. The company wanted a clearer view of how users behaved, what frustrated them, and how those experiences affected satisfaction, loyalty, and conversion.

YourCX implemented contextual CX research using tracking scripts, integrated surveys, and email feedback at key touchpoints, then analyzed the data in monthly and quarterly reports. The work helped Decathlon identify issues such as search relevance, cart abandonment, late deliveries, and their impact on NPS, purchases, and repeat buying, while also confirming that positive experiences drive deferred conversions among loyal customers.

Decathlon

Jakub Gierszyński

E-commerce Director