Case Study: House of Fraser achieves 30% satisfaction growth with ForeSee customer experience analytics

Satisfaction Analytics are the Cornerstone of Improving Customer Experience at House of Fraser

House of Fraser, the multichannel retailer, struggled with inconsistent customer experience metrics across its contact center, website, and stores, making it hard to understand how one channel affected another. To address this, House of Fraser turned to ForeSee and its cxMeasure for Contact Center service to capture voice-of-customer feedback and get a clearer view of the customer journey.

ForeSee helped House of Fraser identify the root cause of rising calls and low satisfaction around delivery tracking, allowing the team to act quickly on website delivery-status issues and improve agent coaching. As a result, House of Fraser saved hours of troubleshooting, built a strong business case for delivery process changes, and saw satisfaction rebound, with satisfaction up 30% in one quarter.

House of Fraser

Sarah Connor

Head of Customer Experience