“Implementing the Fizzback solution has delivered fast and positive results; The BT Faults and Repair scores over the course of several months reveal significant improvements with NPI improving by an impressive 38 points and agent satisfaction by 23%, with numbers continuing to rise,“

Steph Cole, General Manager – Voice of Customer, BT Business

“Fizzback offer a business improvement solution, not just another customer metric. While many suppliers simply introduce a new measure by which to track performance, Fizzback has the ability and commitment to support business performance improvement and work in partnership with us towards our goal of offering the best customer service possible,”

Karen Ingham, Director of Quality, Virgin Media

“In an extremely dynamic and competitive environment such as the mobile industry, agility and customer service are key differentiators. At fonehouse, we believe that these two assets can put us ahead of the competition and Fizzback has been instrumental in enacting a cultural change within the business to help us drive service behind the customer.” 

Stuart Ferguson, Operations Director, Fonehouse

“It’s important to us to gather feedback from our customers on all aspects of the store experience and we know that they’re generally in a rush, so Fizzback provides a number of easy ways for them to tell us what they think. We get comments about service, the store environment, products and pricing, and whether the feedback is good or bad it’s important that we hear it fast and take action” 

Helen Tabrett, Customer Research and Insight Manager, Waitrose


“Our intention is to use Fizzback in our 287 stores and our customer service organisation, allowing us to fine-tune our processes and improve employee performance. All levels of customer service benefit from immediate customer input which we will use to identify training requirements, provide coaching and derive robust key performance indicators.” 

Russell Taylor, Customer Services Director, T-Mobile


“We’re committed to being the first choice on the high street. Fizzback gives us a whole new level of visibility into the in-store customer experience and provides actionable insight into areas for improvement.” 

Ashley Cook, Business Operations Director, The Carphone Warehouse

“We’re committed to delivering a superior service across our whole operation and by adopting the Fizzback solution we will take our customer experience to the next level. Fizzback allows us to reach out to all our customers, rather than just a sample, ensuring we can act upon every customer comment. Critically, the information gathered helps our front-line employees to help our customers, creating a genuine service culture.” 

Garry Doyle, Sales Director, Meteor


“Fizzback provides us with vital insight into the mood of the customer base, and how our stores are driving satisfaction and advocacy. We view it as an essential component of our customer management strategy. We’ve seen a significant increase in our Net Promoter Score since nationwide launch of the Fizzback service.” 

Tom Shorten, Director of Operations, Phones 4u

“Fizzback has made it much easier for customers to communicate with us – the research suggests that 9 out of 10 customer comments would have remained unreported prior to the introduction of Fizzback. These new insights have led to quick-win actions that are positively impacting service quality as well as helping us to recognise outstanding performance.” 

Karen Beasely, Head of Customer Relations, National Express plc

“Since implementing the Fizzback service lines of communication with our guests have dramatically improved and we now hear about more issues and can resolve them quicker than ever before. The system has enabled us to identify key areas for improvement in many areas and the ability to address problems and recover guests while they are still on holiday with us has been invaluable. There’s nowhere to hide with this system – it shows you the reality of the customer’s experience. Which means you can keep improving. In this business, that’s vital.” 

Gill Benwell, Director, Bourne Leisure Ltd

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