Case Study

Fortnum & Mason builds a comprehensive view of the customer experience.

Fortnum & Mason needed a way to capture and act on feedback across the customer journey.

Fortnum & Mason – Providing a tea-rrific customer experience

At a world-renowned brand such as Fortnum & Mason, customer experience is of utmost importance, with differentiation through exceptional service driving phenomenal growth for the iconic brand. In order to continue to be more relevant to more people, more often, the business sought to better understand how guests felt, so it could take action.

Fortnum & Mason implemented the Rant & Rave Platform to track guest satisfaction and NPS on a consistent, continual basis. Guests are able to leave feedback at any point in their journey, across any channel, building a comprehensive view of the Fortnum’s experience. The insight captured is then used to inform strategic and operational changes, as well as being acted on in real time.

The proof’s in the pudding

  • NPS consistently maintained over 80
  • 25% of customers who go through a “close the loop” process, return to purchase again and give a higher score following their next interaction
  • All customers leaving a score below 7 are offered a call back within 24 hours

Customer Voice

“Exceptional service and memorable experiences are synonymous with the Fortnum & Mason brand, so understanding how customers feel about us is a key priority. We decided to work with Upland Rant & Rave because we know that they understand the importance of capturing customer emotion in the moments that matter, even from those customers who don’t purchase.” Zia Zareem-Slade | Director of Customer Experience | Fortnum & Mason

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