Fortnum & Mason adopts Rant & Rave’s Fast Feedback to drive its customer experience programme

Rant & Rave announces it has been appointed by Fortnum & Mason, the world renowned luxury retail brand, to enhance its customer experience programme and maximise the quantity and quality of customer feedback.

Fortnum & Mason, the iconic brand renowned for unforgettable experiences and exceptional service, will implement Rant & Rave’s Fast Feedback solution across both in-store and online, enabling the brand to consistently capture customer sentiment across the entire customer journey (SMS, email and listening posts). The Fast Feedback solution is designed to bring full visibility of customer engagement to all levels of the business: from store managers and the customer service team accessing data via a dashboard, through to the Executive team receiving feedback in real-time to adapt processes and celebrate outstanding service by employees.

Zia Zareem-Slade, Customer Experience Director, at Fortnum & Mason, says: “A quality experience and service is synonymous with the Fortnum & Mason brand and as such understanding how customers feel about us is a key priority. With a discerning customer base, it’s vital we know what we’re doing well and what we could be doing better – and most importantly in real-time. We decided to work with Rant & Rave because we know that they understand the importance of capturing how the customer is feeling and in the moments that matter. We are confident that these insights will enable us to make strategic and tactical business decisions allowing us to evolve and enhance the customer experience we are known for.”

Kenny Bain, CEO of Rant & Rave, says: “We are delighted to be working with such a globally renowned brand as Fortnum & Mason and one which prides itself on delivering an outstanding level of service for its customers. Fortnum & Mason were looking for a real-time provider that could support their overall objectives to drive a more customer-centric culture by capturing feedback throughout the customer journey and to ensure consistency of service excellence.

“Our partnership will enable them to have an even greater understanding of their global customer base, what’s important to them and how the Fortnum & Mason experience makes them feel. After all, emotions drive the hearts, minds and wallets of today’s consumers.”

Rant & Rave’s Fast Feedback solution allows brands to capture feedback in real-time through whatever channel suits their audience best and then interpret this information via a Sentiment Engine to accurately understand every word. Once the feedback has been captured and analysed it’s presented back on a customisable dashboard, so brands can respond to customers and rescue any Ranters in the moment.