Case Study: N Brown Group achieves 80% call coverage, 37‑point NPS lift and faster insights with NICE Systems' Interaction Analytics and Voice of the Customer

N Brown Group - Customer Case Study

N Brown Group, a leading digital fashion retailer with 140 years of history, operates two sites in Manchester with 1,200 agents handling roughly 750,000 customer contacts a month. The company struggled to get a reliable, end-to-end view of the customer experience—only about 2,000 calls (0.27%) were being analyzed monthly through subjective, random sampling, producing slow (6–9 week) reports and leaving N Brown unable to identify churn risk, operational weaknesses or meet regulatory compliance consistently.

N Brown implemented NICE Interaction Analytics and Voice of the Customer, enabling the capture and analysis of about 600,000 interactions a month (≈80% of calls), a 20% survey response rate, role-tailored dashboards and real-time risk alerts. The changes delivered faster, targeted coaching and enterprise-wide insights, resulting in five times more calls analyzed in one-third the time, a 37-point NPS increase, a 19-point CSAT gain, delivery times reduced by up to 1.2 days, an 86.4 UKCSI score and a 75% engagement index.

N Brown Group

Jane Taylor-Jones

N Brown Group