Case Study: Fortnum & Mason reduces WISMO queries by 50% with Narvar

Fortnum & Mason Decreased WISMO Queries By 50% With Narvar

Fortnum & Mason, the luxury food and gifting retailer, needed a better post-purchase experience to reassure customers and gift recipients about delivery timing, package status, and returns. The company turned to Narvar, using Narvar Track & Notify and other post-purchase tools to reduce uncertainty and improve communication after an order was placed.

Narvar implemented automated delivery emails, recipient tracking links, live chat tracking integration, and Zendesk access to delivery details, while also supporting Trustpilot review requests and return-status updates. As a result, Fortnum & Mason cut WISMO queries by 50% and raised its Trustpilot rating from 1.9 to 4.5 in a matter of months, with Narvar helping streamline support and improve the overall customer experience.

Fortnum & Mason

Rhonda Floyd

Head of Customer Success