"Our partnership will enable them to have an even greater understanding of their global customer base, what’s important to them and how the Fortnum & Mason experience makes them feel."
Zia Zareem-Slade, customer Eeperience director at Fortnum & Mason, said: "A quality experience and service is synonymous with the Fortnum & Mason brand and as such understanding how customers feel about us is a key priority.
"With a discerning customer base, it’s vital we know what we’re doing well and what we could be doing better – and most importantly in real-time.
"We decided to work with Rant & Rave because we know that they understand the importance of capturing how the customer is feeling and in the moments that matter.
"We are confident that these insights will enable us to make strategic and tactical business decisions allowing us to evolve and enhance the customer experience we are known for."
A Coventry-based customer engagement company has won a new contract with luxury retailer Fortnum & Mason. Rant & Rave, which is based at the University of Warwick Science Park, will use its Fast Feedback product in-store and online to gather customer feedback. Kenny Bain, chief executive of Rant & Rave, said: "We are delighted to be working with such a globally renowned brand as Fortnum & Mason and one which prides itself on delivering an outstanding level of service for its customers. "Fortnum & Mason were looking for a real-time provider that could support their overall objectives to drive a more customer-centric culture by capturing feedback throughout the customer journey and to ensure consistency of service excellence.