How Tarkett streamlined customer feedback operations and improved response workflows with SurveySparrow
Saved days of manual effort every week through automated survey distribution and reminders
Enabled faster follow-ups with passive and detractor customers through real-time feedback workflows
Streamlined customer feedback management with centralized survey tracking and NPS monitoring
About Tarkett
Tarkett is a global manufacturer of innovative flooring and sports surface solutions, serving customers across industries like healthcare, education and hospitality. With operations spanning more than 100 countries, Tarkett focuses on delivering reliable, sustainable, and high-performance spaces through a strong emphasis on design, customer experience, and circular economy practices.
Atlanta, Georgia
B2B
Industry
Wholesale Building Materials
Use Case
CX
SurveySparrow has been fantastic to work with. The platform is easy to use, customer-friendly, and helps us act on feedback immediately. We’ve been able to save days of manual effort every week, quickly follow up with passive and detractor customers, close the loop faster, and improve the overall customer experience.
Hannah Davenport
CX Project Manager at Tarkett
Goal
For Tarkett, customer experience has always depended on reliability and responsiveness. As customer expectations grew around speed, communication, and service, the team wanted a scalable feedback program to consistently track NPS and CES, improve visibility into customer sentiment, and act on feedback faster. Tarkett’s goal was to centralize feedback management so follow-ups were easier to run and insights could drive quicker, data-backed decisions.
Challenges
Before implementing SurveySparrow, Tarkett’s survey distribution process was largely manual. The team manually sent survey requests and reminders via email to hundreds of customer contacts each week, making the process time-consuming and difficult to manage at scale.
Without an automated system in place, managing reminders, monitoring responses, and handling customer follow-ups required significant effort and lacked a centralized workflow.
As they continued to prioritize customer experience and monitor NPS over time, having a more consistent and scalable way to track, manage, and act on customer feedback became increasingly important.
Solution
Tarkett used SurveySparrow primarily to track NPS and CES, helping them understand overall customer sentiment and identify areas where customer expectations were not being met. Every week, Tarkett collected details of completed customer orders and identified the relevant customer contacts associated with those orders. Using SurveySparrow, the team distributed survey requests at scale and automated reminder workflows to improve consistency in feedback collection.
Once responses were submitted, SurveySparrow became a key part of Tarkett’s customer follow-up process. The platform immediately notified the team whenever a customer submitted feedback, especially in cases where responses were classified as passive or detractor.
To manage feedback more efficiently, Tarkett leveraged features like the Executive Dashboard to get a centralized view of survey performance, customer sentiment, and overall experience trends. The Smart Share feature also helped the team distribute surveys more effectively for customers with multiple completed orders, simplifying survey management across a larger customer base.
Beyond feedback collection, SurveySparrow also supported Tarkett’s broader customer experience strategy by helping the team build structured workflows around customer communication, response tracking, and follow-up actions.
How we hit the mark
NPS surveys
Executive dashboard
Smart Share
Automatic email reminder
Results
With SurveySparrow, Tarkett improved the efficiency of its customer feedback operations by automating survey distribution and reminders which saved days of manual effort every week and made the process easier to scale.
Real-time notifications helped the team respond faster to passive and detractor feedback, acknowledge concerns quickly, and close the loop with more consistent post-survey communication, enabling a more proactive approach to customer experience management.
Looking ahead, Tarkett plans to strengthen analysis using AI-powered response insights to surface trends and identify improvement opportunities more efficiently.
Be the next customer success story with SurveySparrow.
