We’re pleased to share that we’ve won Bronze in the Best Use of Customer Insight & Feedback category at the UK Customer Experience Awards 2026!

It’s a great recognition of the work happening across the Group to listen to our customers, understand what matters to them and use their feedback to make things better.

The award celebrates the work behind our 2025 Customer Satisfaction Survey, which looked at what matters most to our customers and where we can make the biggest difference.

Putting customers first

So, what happens next? The findings have helped shape our improvement plans, from delivery performance and communication to complaints handling and digital self-service.

One great example is delivery communication. Customer feedback highlighted just how important it is to keep people in the loop and call-ahead compliance has since increased from 40% in 2023 to 97% in 2025. Our delivery Net Promoter Score also reached 71.19 by May 2026.

“Listening to our customers and acting on their feedback is a big part of improving the experience we deliver. This award recognises the work happening across the Group to understand what matters most to our customers and turn that insight into real improvements. A big thank you to everyone who has played a part in this work. This achievement has been a real team effort.”

Jon Horrie, Group Customer Experience Manager at Marshalls

A big congratulations and thank you to everyone involved! By listening to our customers and continually looking for ways to improve, we’re helping to build better experiences and building tomorrow’s world.

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Written By

Viki Harris
Viki Harris

Viki Harris is Head of Head of Brand Communications at Marshalls, and has worked for the company since the start of 2019.
 
Read Viki's full profile here.