Investing in CX to help an
award-winning retailer
build growth

Capitalising on a winning value proposition

At a time when many brands are closing stores, Toolstation’s highly popular low-cost stance has seen its estate grow.  To ensure ROI is maximised, the brand wanted to put Customer Experience research at the core of its plans.

Guiding CX investment

Toolstation came to Kokoro because it wanted a programme that offers more strategic guidance than software alone can supply. Our portal provides real-time access to CX feedback across the 300+ stores. Our quarterly insight reports gauge progress against plans, identify improvements and inform roll-out of initiatives such as click & collect and a new queue management system.

Market-beating growth

Kokoro’s work has helped Toolstation make real commercial gains. LFL sales are buoyant despite a ‘challenging market’. CX KPIs have improved markedly over the last 2 years. Today the programme encourages a positive culture of competition and improvement across the estate.

Awards

Which? Best Retailer 2016 and 2017

Estate

Over 350 branches, opening 40 new stores in 2018 and 60 planned for 2019

Sales

Total sales +18% in 2018, LFL +11.4%

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