Case Study: National Express achieves higher customer satisfaction and immediate issue resolution with NICE Systems' Fizzback

National Express - Customer Case Study

National Express, the UK coach division of a global transport group that carries millions of passengers each year, needed a faster, less confrontational way to capture and act on customer feedback. Traditional surveys were cumbersome and many customers stayed silent, making it difficult to identify smaller, fixable issues and improve frontline service.

They deployed NICE Fizzback—seat stickers invite passengers to text feedback, an AI engine classifies and routes messages, and a real-time dashboard drives immediate responses and frontline action. The system resolved 98.7% of issues instantly, revealed that over half of feedback is positive, increased customer satisfaction (up to 52% in some cases), created a stronger service culture, delivered detailed management insight and boosted staff motivation.

National Express

Karen Beasley

Head of Customer Relations, National Express