Case Study: Eurostar achieves real-time customer insights and increased loyalty with NICE Systems' Fizzback

Eurostar - Customer Case Study

Eurostar, the high‑speed rail service linking the UK with France and Belgium via the Channel Tunnel, needed to ensure near‑perfect customer experiences because many travellers are occasional users and a single poor journey can drive them to other modes of transport. The company wanted a way to measure satisfaction in real time and contact customers during their journeys to identify and fix issues quickly and build loyalty.

Eurostar deployed NICE Fizzback, collecting feedback via SMS sent during journeys and prompts on trains and in lounges; an AI engine classifies and prioritizes messages by type, severity, subject and location and feeds a real‑time dashboard, RSS alerts and management reports. The system enabled faster, targeted responses, daily sentiment tracking during disruptions (e.g., snow), improved operational agility and a measurable lift in customer experience and loyalty.

Eurostar

Chris Haynes

Business Analysis Manager