On the 28th January Waitrose opened its Old Brompton Road branch as a trial for its newly named “Little Waitrose” convenience branches. To gather feedback on the new scheme Waitrose have employed Fizzback to gather customer comments via its customer experience management solution.
The Fizzback system is a valuable asset in supporting Waitrose’s expansion programme, which plans to launch 300 convenience shops in the UK over the next 10 years. The Fizzback solution is on hand to make sure that new team’s get up to speed with the company’s customer focused culture as soon as possible, helping Waitrose to identify best-practice and informing training and coaching requirements.
In store posters draw customers towards till receipts where three different channels are used (text, IVR and email) to gather customer comments. Fizzback’s proprietary Artificial Intelligence engine immediately organises the freeform comments, extracting all relevant information including topic, sentiment, location and behavioural indicators. This information is then fed onto a real-time dashboard for insightful and actionable analysis.
Waitrose signed up to use Fizzback in 2009 to gather real-time feedback in their stores. Waitrose, the fastest growing retailer in the UK grocery sector, has served its customers for more than 100 years with a clear dedication to offering quality and value. The company selected the real-time Fizzback Engagement Platform to work alongside customer satisfaction monitoring and mystery shopping; providing a complete view of the in-store experience and demonstrating its unrivalled commitment to delivering outstanding customer service.
According to Fizzback CEO Rob Keve: “Waitrose is a truly iconic British brand with a superb reputation for quality and service. We’re pleased our multi-channel feedback solution is able to give the company the customer information it needs to stay ahead of the competition.”
About Fizzback
The Fizzback Group are innovators in customer experience management. Founded in 2004, the award winning Fizzback solution helps companies to 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.
