Case Study Fortnum & Mason improves CX by collecting feedback across the customer journeyINDUSTRY Retail COMPANY Fortnum & Mason London, United Kingon website.com Fortnum & Mason is an upscale department store founded in 1707. This historic brand is known for it’s luxury products including teas, fine foods and specialty provisions. Fortnum & Mason implemented the Rant & Rave Platform to capture 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 their customer experience. The powerful insights captured are then used to inform strategic and operational changes, as well as being acted on in real time. 2“Exceptional service and memorable exper

Join for free to read