BCF: 17+ NPS Points Gained Across 136 Stores
This Net Promoter Score (NPS) case study outlines how BCF has kept customer insights at the core of its strategic decisions, leading to enhanced brand loyalty and significant growth.
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Points Gained in 4 Years
Steady upward progression across 136+ stores since programme launch.
Stores with CX KPIs
Customer advocacy targets set at every store level. Australia’s largest outdoor retailer.
Omnichannel CX Expansion
CX programme extended from in-store to online shopping and delivery experience.
Discover How BCF’s Omni-Channel Strategy Increased Their NPS
NPS & Customer Advocacy
No structured CX baseline or store-level accountability; limited visibility into what was driving — or harming — customer loyalty across 136+ stores.
17+ NPS point gain over 4 years; key drivers (price, staff service) identified and proactively mitigated; KPIs embedded at every store level to hold teams accountable.
Operational Visibility
National, regional and store teams operating without consistent, role-specific CX data; frontline staff unable to act on feedback without being at a desk.
Role-based dashboards gave every level — from frontline to national — the right data to act on; Resonate Echo mobile app enabled real-time loop closure on the floor, not just at a desk.
Channel Coverage
CX measured in-store only; online shopping and delivery experience completely invisible despite growing online revenue.
Omni-channel customer experience programme launched covering in-store and online, with text analytics enabling.
Turning CX Into a Business Driver
Consistent CX governance delivers sustained results
BCF gained 17+ NPS points over four years by embedding customer advocacy as a live operational metric across 136+ stores.
Customer feedback can shape business decisions
Real-time dashboards and quarterly deep dives helped BCF use customer feedback to prioritise marketing, product and service improvements.
Store-level KPIs make CX everyone’s responsibility
Giving every store a customer advocacy KPI turned CX from a head-office metric into a shared frontline responsibility.
Mobile tools empower frontline action
The Resonate Echo mobile app enabled frontline teams to close the loop with customers in real time, even while working on the shop floor.
Text analytics turns feedback into clear action
Text analytics helped BCF identify root causes across 136+ stores, regions and channels, revealing specific service and pricing issues to address.
Proving CX value creates a path to omnichannel
After proving the value of its in-store CX programme, BCF expanded into online shopping and delivery to support its broader omnichannel strategy.
BCF (Boating, Camping & Fishing) is Australia’s leading outdoor retail chain, offering a comprehensive range of boating, camping, and fishing gear for recreational enthusiasts.
Retail
FOUNDEDBrisbane, Australia
PARENT COMPANYSuper Retail Group
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Recognised for CX Excellence: Fall 2026
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