Case Study: Carphone Warehouse achieves a 25-point customer advocacy boost and 23% fewer complaints with NICE Systems' Fizzback

Carphone Warehouse - Customer Case Study

Carphone Warehouse, Europe’s leading independent mobile phone retailer with more than 2,400 stores, faced a matured UK market after rapid expansion and needed to shift from a salesperson-driven model to a consistent, consultative service culture. Management identified weak, inconsistent measurement of the in-store experience (monthly mystery shopper visits were ineffective) and a lack of standardized processes and adoption of best practices across the estate.

NICE Fizzback was deployed across the UK as a core part of a cultural-change program, capturing next-day customer advocacy ratings and verbatim comments analyzed by AI, mapping feedback to region, store and agent. Scores drive agent compensation, prompt rapid escalation of negative feedback, and inform training. Since the national rollout (2008) complaints fell 23%, customer advocacy rose 25 points in nine months, and transparent scores united staff around a single service metric.

Carphone Warehouse

Ashley Cook

Business Operations Director