About Tesco The Challenge CASE STUDY “How ... - NICE Systems

The Solution
In 2010, NICE Fizzback was launched in over 2,000 UK stores with
the goal of gathering feedback using a multichannel approach,
incorporating SMS text, phone, email and web surveys. The
customer-facing program, simply named ‘How did we do?’, collects
verbatim comments from customers to gather real and actionable
insight into the shopping experience.
The comments, which have been collected, are then analysed by
NICE Fizzback’s Natural Language Processors and automatically
categorised. This information is fed in real-time onto a live
dashboard which quickly analyses comments at store, regional or
national level, and through different levels of access to the system,
thousands of employees are provided with actionable feedback at
the click of a button.
NICE Fizzback produces 45,000 reports each month to send to
2,500 different stakeholders. The data is segmented into 40 areas,
24 issues and 10 different geographical regions to enable a full
analysis of the complete Voice of the Customer.
Tesco also uses NICE Fizzback to react quickly at “moments of
truth”. Customers who feel they have received bad service and
leave negative comments can be easily recovered, and moves can
be made to transform a negative into a positive. The customer’s
details are routed to a team in Dundee, UK who are then tasked with
speaking to the customer to help resolve the issue.
Similarly, Tesco uses the system to react quickly to in-store issues,
for example store temperature. If a store receives a comment that
the temperature is too cold or too hot, the management team receive
an alert requesting that they check the temperature. If a second
comment is received, an engineer is immediately sent to fix the
problem.
ABOUT NICE SYSTEMS INC.
NICE Systems (NASDAQ: NICE), is the worldwide leader of intent-based
solutions that capture and analyze interactions and transactions, realize intent,
and extract and leverage insights to deliver impact in real time.
Driven by cross-channel and multi-sensor analytics, NICE solutions enable
organizations to improve business performance, increase operational efficiency,
prevent financial crime, ensure compliance, and enhance safety and security.
NICE serves over 25,000 organizations in the enterprise and security sectors,
representing a variety of sizes and industries in more than 150 countries, and
including over 80 of the Fortune 100 companies. www.nice.com.
info-fizzback@nice.com
By implementing the NICE Fizzback solution, Tesco has been able
to highlight previously unforeseen issues that are important to
customers. For example, the Convenience Team were able to
pinpoint six areas in need of significant improvement, including
better stock control and improved customer experiences for
lunchtime shoppers.
In twelve months of use, Tesco has seen a significant increase in the
volume of information they previously received - enabling them to
hear so much more from their customers.
www.nice.com/fizzback