Case Study: BT Business achieves a 38-point NPI uplift and 150% more customer feedback with NICE Systems' Fizzback

BT Business - Customer Case Study

BT Business, part of BT and serving over 1.1 million UK companies from its London operations, set out to be the “Brand for Business” by raising service excellence across its 2,000+ service agents. However, legacy e-surveys were time-consuming, produced low and statistically insignificant response rates, lacked real-time and agent-level insight, and prevented the culture and behavioral change needed to make BT the customers’ top-of-mind provider.

By deploying NICE Fizzback’s real-time feedback across SMS and email, using NLP to categorize verbatim comments, and surfacing agent-level scores on a shared dashboard with closed-loop follow-up, BT gained timely, actionable insight and could re-poll after remedial actions. The change drove a 150% increase in feedback volumes, lifted Net Promoter Index by 38 points, increased agent satisfaction by 23%, improved customer retention and enabled targeted coaching and incentivization.

BT Business

Steph Cole

General Manager, Voice of Customer, BT Business