Most CX survey programs struggle to collect a few hundred responses per week. This one collects 85,000 per day.
An international retailer, with more than 8,000 stores across the US and Canada, needed to do something that most organizations consider impossible: collect representative customer feedback from every store, every day, at scale, while personalizing each survey with the customer’s actual transaction data.
The result is a program that runs continuously, achieves a 35% participation rate, and has never gone offline for a survey update since launch.
Here’s how it works:
The challenge
The retailer’s CX team had a clear objective: understand what customers experienced in each individual store, not just across the brand as a whole. Store-level feedback required managing a quota of 100 completed responses per store per month, across 8,000+ locations simultaneously.
The additional requirements made the scope even more demanding:
- Personalize each survey with the customer’s purchase date, store location, items purchased, and demographic data, pulled from CRM in real time
- Process 30,000+ survey responses nightly
- Make changes to the survey without taking it offline
- Add new stores dynamically as the retail network expands
- Support multilingual requirements as the program expanded into new countries
- Maintain a standardized feedback format across all stores for trend analysis, while allowing seasonal and event-based questions to be added and removed
The solution
The program runs on a multi-mode platform with automated quota management and CRM integration at the core.
Quota management at the store level: Each of the 8,000+ stores has its own quota target, 100 respondents per store per month, monitored and managed in real time. When a store reaches quota, invitations stop. When a new store is added to the network, it appears in the quota system automatically.
CRM integration and survey personalization: Each customer receives a survey invitation with an encrypted URL that contains their transaction data: what they purchased, at which store, and when. The survey opens pre-populated with this information, no manual data entry, no generic experience, the customer receives a questionnaire that’s specific to their visit.
Nightly data processing: Over 30,000 responses are processed and standardized every night. The data flows directly into the retailer’s analytics warehouse in a format consistent across every store, every country, and every survey version, enabling trend analysis that spans the entire operation.
Live survey updates: Survey changes, new questions for a seasonal promotion, adjustments for a regional campaign, additions for a new product line are made without taking the survey offline. The update propagates across all 8,000+ stores simultaneously.
The result
- 85,000 customers surveyed every day
- 35% participation rate across the full retail network
- 8,000+ stores covered in the US and Canada
- Zero downtime for survey updates since launch
- Seamless expansion to new countries with multilingual support
“The system has been super reliable for our survey, and the Professional Services team has consistently provided excellent customer service. I feel strongly we chose the right partner in Enghouse Insights for our Customer Experience survey.” – Director of Global Consumer Insights
The program continues to evolve, as the retailer’s CX strategy develops, the Professional Services team extends the platform to support new requirements, acting as an extension of the internal insights team rather than a third-party vendor.
What this means for your CX program
Most organizations don’t need to survey 85,000 customers per day, but the operational principles that make this program work apply at any scale:
- Quota management should be automated, not manually monitored
- Survey personalization dramatically improves response rates and data relevance
- A platform that allows live updates eliminates the operational friction of survey management
- CRM integration turns a generic survey into a relevant conversation
Building a CX survey program that needs to scale?
Survox supports large-scale data collection programs with automated quota management, CRM integration, and real-time monitoring.
→ Talk to our team: enghouseinsights.com/contact-us
