Meteor starts Fizzbacking

Meteor, Retail Company of the Year 09, is the first Irish retailer to use innovative system which improves customer service

Meteor has selected the Fizzback Engagement Platform to improve customer satisfaction and drive superior staff performance across its retail estate. Every single customer who shops in a Meteor store will receive a text asking them for feedback on their experience, which Meteor will then use to continuously improve its customer service. This real-time customer feedback is used to drive staff performance through real-time customer satisfaction measurement and enables Meteor to fine-tune the customer experience at local levels by identifying underlying customer trends.

As recent winners of ‘Company of the Year’ at the FBD Retail Excellence Awards 2009, Meteor strives to deliver consistently simple, effective, hassle free, value for money communications for people on the move. In the knowledge that the most reliable way to measure success is to ask customers about their experience while it’s still fresh in their minds, Meteor has selected the real-time Fizzback Engagement Platform to initiate a feedback dialogue with their customers when it matters most.

Garry Doyle, Sales Director at Meteor comments: “Meteor is the first company in Ireland to introduce a system like this. We are 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.”

“As the system is real time we can make immediate changes based on customer feedback and already we have introduced new products and changed some of our processes. Should any customer reply with a negative experience, they will receive a phone call from Meteor Customer Care looking to remedy their problem’’, he added.

Fizzback CEO Rob Keve said of the partnership: “We are privileged to be working with a truly innovative mobile communications providers and Ireland’s leading retailers. We look forward to helping them continue to deliver world-class customer experiences.”