Today Eurostar and Fizzback announce their partnership, as the high speed train service implements the Fizzback Customer Experience Management (CEM) solution in a drive towards achieving new heights of customer service.
Fizzback’s award-winning CEM solution enables Eurostar to make positive business change as a direct result of customer feedback. Driving by the voice of the customer’ will enable Eurostar to collect, collate, assess and transform customer feedback into actionable insight and recommendations.
Eurostar will both enhance the customer experience and tackle issues before they escalate into problems. As Customer Intelligence Manager, Chris Haynes explains; “This partnership will allow us to swiftly monitor customer satisfaction from all our trains and stations, giving our customer service managers and Traveller Care team the best chance of resolving issues early”.
Fizzback has provided Eurostar with a unique solution. At key points during their journey, customers are encouraged to provide specific feedback, through multiple feedback channels and languages on trains and in terminals, using the customers own verbatim comments. Eurostar’s staff will be automatically alerted when specific issues occur such that the customer can be immediately contacted, enabling Eurostar to adapt in real-time, to situations as they happen. Coupled with the large volumes of insightful and actionable customer feedback gathered, Eurostar will be able race ahead of their competitors in the standard of customer service they provide.
Eurostar joins Fizzback’s expanding list of customer-driven clients, including Tesco, Everything Everywhere, BT, Waitrose and Carphone Warehouse. Fizzback CEO Rob Keve commented, “We’re delighted to have added another world class brand to our global client base, and to be helping Eurostar to improve its customer centric business culture. The partnership confirms Fizzback’s position as the only choice for Customer Engagement and real-time feedback solutions.”
About Fizzback
The Fizzback Group are innovators in customer engagement. Founded in 2004, the award winning Fizzback solution helps companies listen, respond and act in real-time to their customers’ comments. Feedback captured at the point of experience is analysed automatically using a unique artificial intelligence engine, driving relevant responses, prompting company action and providing powerful insight into the voice of a previously silent majority. Fizzback enables businesses to derive true economic benefits by increasing customer lifetime value and positive word-of-mouth.
Contact details: [email protected] or 0845 067 1000.
About Eurostar
1. Eurostar is the high-speed train service linking St Pancras International, Ebbsfleet International, Ashford International, Paris, Brussels, Lille, Calais, Disneyland Resort Paris, Avignon and the French Alps.
2. Eurostar was established in 1994 as a partnership between three railway companies: SNCF, SNCB and LCR (London and Continental Railways). On 1 September 2010, Eurostar became a single, unified corporate entity owned by three shareholders: SNCF, SNCB and LCR.
3. The current Eurostar train was first introduced into service in 1994 carrying 750 passengers and operating at speeds of up to 300kph. Since then, the fleet of 28 trains has carried more than 100 million passengers between London and the Continent. Following their refurbishment these trains will continue to form a core part of the Eurostar fleet.
4. Eurostar is a founder member of Railteam, a partnership between Europe’s leading high-speed train operators that is developing simpler ways to book and travel on the fast-expanding, European high-speed rail network.
5. Eurostar and Eurotunnel are entirely separate companies. Eurostar operates high-speed passenger trains, while Eurotunnel operates vehicle shuttle services and the Channel Tunnel itself. Eurostar is Eurotunnel’s biggest customer.
For more information contact:
Eurostar Press Office
t: 00 44 (0)20 7843 5500
