Bunnings is the leading retailer of home improvement and outdoor living products in Australia and New Zealand, and is a major supplier to project builders, commercial tradespeople and the housing industry.

In 2020, we facilitated an inclusive review process of Bunnings’ customer feedback system with the technology team. We reviewed the efficacy of the current system and developed a future-state framework that included better leveraging existing customer data, providing consistency in reporting practices, and establishing clear decision-making forums to review and action customer feedback.

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