How Clark Rubber Turned Live Customer Feedback Into Better Store Performance
Hear how Clark Rubber uses customer feedback and Resonate CX to strengthen store performance, build public trust and turn customer insights into meaningful improvements across its network.
For Clark Rubber, great customer experience is built on trust, expertise and consistency across its extensive store network.
Matthew Gannon shares how Clark Rubber uses Resonate CX to gain real-time visibility into customer feedback, recognise great experiences and identify opportunities to improve both in-store and online.
The Story at a Glance
Explore the case study to uncover the key challenges, insights and results behind a successful customer experience journey.
“Resonate CX gives us real-time visibility of what our customers are experiencing across every store. That helps our regional managers, franchise owners and store managers make better decisions, coach their teams and continuously improve the customer experience.
The great experiences that our customers are getting in-store today… is influencing the business decisions and the way that we’re going to continue to attract future customers to our business.”
GM of Retail Operations | Clark Rubber
Turning Real-Time Retail Insights Into Reviews, Coaching and Growth
1,900+ new Google reviews turned in-store moments into public proof
The Google Business Review Amplifier converted positive in-store experiences into 1,900+ new reviews since October.
New-review average rose from 4.1 to 4.7
The new-review average reached 4.7 out of 5, strengthening Clark Rubber’s online trust signal.
One live view replaced fragmented reporting
Filterable dashboards gave leaders, franchisees and company stores a single view of the customer experience.
Live feedback surfaced an online-experience gap
Real-time data revealed gaps in delivery and click-and-collect, helping Clark Rubber focus action on communication and online experience.
Live feedback grounded coaching in real data
Managers can recognise great service, identify support needs and base coaching conversations on what customers actually said.
A smooth platform switch protected CX continuity
Clark Rubber moved its VoC programme to Resonate CX without disrupting teams, achieving a 60% feedback response rate in month one.
Clark Rubber is Australia’s leading specialty retailer for foam, rubber, pool, and industrial products, offering expert advice and custom solutions through a nationwide store network.
Retail
HEADQUARTERSVictoria, Australia
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Recognised for CX Excellence: Fall 2026
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