Improved Loyalty and Advocacy

  • 25-36 point increase in customer advocacy in less than one year
  • 10-15% of customers identified as being ‘at-risk’ immediately after an experience, when it’s still possible to address
  • 40-45% of at risk customer turned into advocates after rapid recovery

"Fizzback identifies where there are operational problems so we can address them quickly with teams concerned" Ashley Cook, Carphone Warehouse
 

Employee Performance

  • 35-50% of all retail store feedback is employee related
  • 10% improvement in First Call Resolution
  • Award winning store agents and leading customer service empathy ratings

"Fizzback allows us to get one consistent version of the truth that everyone can get behind and act upon" Russell Taylor, T-Mobile UK
 

Operational Efficiency

  • 61% reduction in complaints
  • Double-digit reduction in call centre volume
  • 75-100% mystery shop replacement

"Since implementing Fizzback, the number of dissatisfied customers has declined. But what’s more important is that you’re actually converting these dissatisfied customers into advocates; and that’s invaluable" Garry Doyle, Meteor