Fashion retailer matchesfashion.com has partnered with Rant & Rave to implement its multi-channel feedback programme to gauge customer sentiment.

 The programme, which uses email, SMS, website and a mobile app to gain customer insights, replaces the retailer’s previous system which was a single multi-question survey – resulting in low feedback volumes and limited insights. 

Ines Lareo, customer experience director at matchesfashion.com, said: “We were looking for a global customer engagement solution to support us in capturing customer feedback and behaviour across key touch points of their journey.

“The customer is at the centre of everything we do and listening to them to meet their expectations is a key component in building customer loyalty. Our partnership with Rant & Rave will enable us to understand what customers really think about their experience with our brand and shape it accordingly.”