Case Study: Alliance Data achieves higher CSAT, lower customer effort and improved FCR with NICE Systems' Fizzback

An Efficient, Effective Customer-Focused Solution

Alliance Data Retail Services, which manages private‑label, co‑brand and commercial credit programs for nearly 30 million active cardholders, operates large Care Centers that handle millions of customer contacts annually. Seeking more timely, higher‑volume Voice of the Customer (VoC) feedback to drive process improvements and monitor performance down to the associate level, the company moved away from quarterly third‑party phone surveys and required an efficient, customer‑focused solution to boost CSAT, reduce customer effort, and improve first‑call resolution.

Alliance Data implemented NICE Fizzback through a fast, collaborative rollout that included customized survey specifications, associate‑level feedback categories, on‑site training, and a branded “VOICE” campaign tied to rankings and incentives. Integrated with NICE analytics and internal databases, the solution delivered more timely VoC, increased survey volumes, and measurable business impact: CSAT rose 2.7%, Customer Effort improved 3.1%, FCR grew 3%, and 100% of calls are now recorded and retained for compliance.

Alliance Data

Erick Carter

VP of Regional Care Center Operations, Alliance Data