Rebel: Customer-Led Growth Across 90+ Stores
Discover the transformative power of customer feedback with our Rebel Sport Retail CX case study.
Read the Full CX Case Study
Network-Wide CX Coverage
Closed-loop feedback running across Rebel’s entire Australian network — every shop floor connected into one real-time customer voice.
14+ Years of Continuous Improvement
One of Australian retail's longest-running CX programs — embedded from Executive level to the shop floor.
Omni-Channel Feedback Unified
Brick & mortar, website, tablet /mobile, and call centre feedback unified in one platform — no channel blind spots.
Discover How Rebel Utilised Customer Feedback to Transform Their Business
Store Manager Empowerment
Store managers disconnected from customer sentiment — issues escalated late or not at all, negative word-of-mouth hard to prevent.
Real-time alerts give 90+ store managers the tools to close the loop locally — resolving issues before they escalate and turning service recovery into a loyalty moment.
Commercial Decision-Making
Merchandising, range and service decisions made on intuition — no reliable evidence for what customers actually valued.
Test-and-learn approach with calculated ROI on every initiative before full roll-out — visual merchandise, ranging, and service decisions validated by customer impact data.
Innovation Sourcing
New ideas generated internally, disconnected from what customers actually wanted to see in store.
Customers co-create and prioritise new ideas via the Resonance Discovery Survey — ranked by Popularity vs Importance, so investment flows to what matters most.
"The Sports division of Super Retail Group have been using Resonate CX as its partner in gathering insights into customer needs & behaviours for over 5 years.
Resonate CX has been instrumental in assisting the Sports division as it develops further into a true customer centric organisation and we look forward to the future of this ongoing partnership."
Executive General Manager Retail | Sports Division | Super Retail Group
How Rebel Turned Feedback Into Action
Empowering store managers
Real-time feedback and alerts empowered 90+ store managers to resolve issues locally, before they became bigger problems.
Testing before scaling
Rebel used a test-and-learn approach to validate CX initiatives and measure their impact before rolling them out across the network.
Connecting every feedback channel
Feedback from stores, web, mobile and the call centre gave Rebel a unified view of the customer experience and helped teams act faster.
Connecting CX with loyalty data
Combining customer feedback with loyalty data revealed the behaviours and drivers behind Promoter, Neutral and Detractor experiences.
Putting customers at the heart of innovation
Through Resonate Discovery Surveys, Rebel invited customers to share and prioritise ideas, turning customer feedback into a powerful source of innovation.
Leadership drives CX success
Strong executive commitment made customer centricity part of Rebel's culture, helping the program scale across the network and continue for more than 14 years.
rebel is a leading Australian sports retailer offering a wide range of gear, apparel, and equipment for fitness and sporting enthusiasts.
Retail
HEADQUARTERSAustralia
PARENT COMPANYSuper Retail Group
We Are the Right CX Partner for You
Speak to us and find out how we can help your business thrive.
Recognised for CX Excellence: Summer 2026
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