CX Case Study

How Rebel Utilized Customer Feedback to Transform Their Business

Discover the transformative power of customer feedback with our Rebel Sport Retail CX case study.

This overview provides a sneak peek into how Rebel, Australia’s leading sporting and leisure goods retailer, revolutionized its business strategy through our CX platform


Rebel has become the leading retailer of sporting and leisure goods in Australia with an extensive network of over 90 stores.

Long before most retailers were focusing on customer experience, Rebel’s Executive team believed in the importance of customer centricity and launched a customer feedback program.

The visionary leadership of the Executive team was fundamental in the success. Find out how Rebel, the Super Retail Group and Resonate have been working together to drive customer experience throughout their organisation.

Key Learnings

Leveraging the Loyalty Program

Understand how Rebel harnessed customer data to enhance their loyalty program, elevating the customer experience and value. 

Closing the Loop

Gain insights into Rebel’s customer feedback program that empowered store managers to promptly resolve issues, markedly boosting customer satisfaction and NPS. 

Crowd-Sourcing Innovation

Discover Rebel’s innovative, customer-driven approach to co-create and prioritize business ideas, fostering a robust customer-centric culture. 

Test-and-Learn Methodology

Delve into how Rebel utilized customer feedback to set targeted business objectives, facilitating pivotal changes and effectively measuring the ROI of their CX initiatives. 

Tangible Results

Explore the significant achievements of Rebel, including heightened customer engagement, uplifted Net Promoter Scores (NPS), and a workforce empowered to make customer-first decisions in this compelling retail case study. 

More Case Studies

Case Study

Walmart Case Study

Retail giant Walmart sets out to integrate the voice of the customer (VoC) program into their everyday operations.

Case Study

Tops Day Nurseries Case Study

Discover how Tops Day Nurseries increased their NPS and Employee NPS scores through the closed-loop feedback process.

Case Study

Sandvik Case Study

Learn how engineering company Sandvik enhanced their customer experience with strategic insights from customer feedback.