About Us
About Feedback ASAP – Customer Experience Improvement Specialists
Feedback ASAP is a customer experience improvement partner focused on one thing. Turning real customer feedback into better behaviour, stronger teams, and measurable business growth.
We don’t help organisations measure experience.
We help them improve it consistently, predictably, and at scale.
Our work sits at the intersection of customer insight, behaviour change, and performance improvement, ensuring every action taken by teams connects directly to commercial outcomes.
You can also explore why growth through customer experience matters to understand the strategic thinking behind our approach.
Who We Are
A Global CX Improvement Partner Built on Behaviour
We are a results driven customer experience partner with over 25 years of real world experience helping organisations lift satisfaction, loyalty, sales, and team capability.
Our programs are active across industries and continents, grounded in behaviour, not dashboards. They are built on:
Years delivering large scale customer experience and performance programs
Active across 74 countries
Over 200 million real customer moments captured. Trusted by global brands including Apple, McDonald’s, Yum, Shell, and the AT&T iPhone launch
We’ve worked across all channels and a broad range of categories, from shop floors and call centres to service networks and leadership teams. We understand frontline reality, not just strategy decks.
Founder Story
More than 25 years ago, Phil Prosser helped launch a $1 billion retail business and uncovered a new way to think about customer experience. After discovering a US company measuring experience in the moment, he flew to Atlanta and sat down for dinner with Walmart’s Head of Customer Experience, a conversation that would shape how businesses listen to their customers.
Phil brought the idea to Australia and New Zealand with Shop’n Chek, focused on coaching and real improvement, not policing. As the business grew into GAPbuster and later Feedback ASAP, the mission stayed the same: turn the voice of the customer into meaningful action. Today, we partner with teams across 74 countries to drive better service, stronger loyalty, and real growth.
Customer Experience Improvement That Drives Growth
We help organisations move from collecting feedback to acting on it daily.
Our work focuses on turning insight into behaviour change that delivers commercial results.
We help organisations:
- Capture real customer voice through video, voice, and written feedback
- Identify the behaviours that drive loyalty, conversion, and advocacy
- Equip frontline teams with clear, personalised actions
- Strengthen leadership coaching and accountability
- Build consistent experiences across teams and locations
- Improve sales performance, retention, and brand reputation
This is not digital transformation for show.
This is practical improvement that lifts performance where it matters most.
Built to Improve Experience Through Behaviour
Customer experience does not improve because data exists.
It improves because people behave differently tomorrow than they did today.
That belief drives everything we do.
Our Purpose
To help organisations to grow by creating better customer experiences by building stronger, more confident frontline behaviours.
Our Mission
To turn real customer feedback into clarity, action, capability, and sustained growth for organisations across industries.
Our Vision
A world where customer experience is not measured and forgotten, but actively improved every day through aligned teams, capable leaders, and customer led action.
Expertise You Can Rely On
Phil Prosser
Founder / CEO
Karen Downes
GM Client Development
Julian Barton
Executive GM
Jip Inglis
VP of Account Management
Karen Gardiner
Client Services Manager