News

Grocer Waitrose gathering real-time customer feedback

March 30, 2010

United Kingdom-based Retail Week reports that grocer Waitrose is deploying a real-time customer feedback system from Fizzback. The system will allow shoppers to give their feedback via multiple channels, including text messages, Web, e-mail and phone.

According to the report, the system "organises customer comment, pulling out information such as subject, sentiment, location and behavioural indicators, which can be used to measure performance against the retailer’s key performance indicators."