Retail (Luxury Food & Gifting)Sourced

Case Study: Fortnum & Mason cuts WISMO queries 50% with Narvar

Fortnum & Mason Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Fortnum & Mason

Industry

Retail (Luxury Food & Gifting)

Challenge

Ease gifting-delivery anxiety and cut order-status contacts

Headline result

Luxury retailer Fortnum & Mason halved 'where is my order?' queries and lifted its Trustpilot rating from 1.9 to 4.5 using Narvar.

Key results

50%

Decrease in WISMO queries

1.9 to 4.5

Trustpilot rating increase

within a few months

The challenge

Gifting makes up a significant share of Fortnum & Mason's business, and customers were anxious about delivery timing, packaging quality, and recipient satisfaction. That uncertainty translated into a high volume of 'where is my order?' queries to the support team.

The solution

Fortnum & Mason deployed Narvar Track and Notify for proactive delivery communications and Narvar Shield for returns and exchanges, with a Zendesk integration giving support agents direct access to tracking data.

“Narvar is a true partner in how we improve on our customer journeys and communication.”
RF
Rhonda Floyd
Head of Customer Success, Fortnum & Mason

The results, in context

Fortnum & Mason decreased WISMO queries by 50%. Alongside the reduction in inbound contacts, its Trustpilot review rating rose from 1.9 to 4.5 within a matter of months.

Products used

Narvar Narvar TrackNarvar Narvar NotifyNarvar Narvar Shield