Feefo Feedback Question

[leehack]

I have recently started using this on a site and overall i have to say i really like the system and wish i had used it earlier. It has a couple of quirks with management and display, but i like the openness of it all.

My question is simple and directed at any Feefo users. I would just like to get a general idea on what figures sites achieve, see if there is some sort of benchmark. Anyone willing to participate, please supply the following figures:

Number of reviews
Service %
Product %

The site i have it installed on is a very new user, but so far we have:

167 reviews, 99% Service, 99% Product

[jont]

The ones I work with also keep at around 99% - a 95% minimum should be the target minimum to allow for PITA customers who just want to moan or when external events impinge that are out of the sites control (carriers running over the parcel with a fork truck for example).

Statistically as the number of reviews grow the lower scores will be mitigated by the greater number of good reviews.

Don't get bogged down in the numbers but pay more attention to the feedback provided to help refine services and iron out any wrinkles in the system flow.

[leehack]

Had one just like that yesterday Jonty, courier issue, but after replying and speaking to the customer and redelivering, he provided further feedback and reversed his original bad feedback. I think i liked that more than anything, our service was laid bare for all to see, but also how we deal with it.

With people far more likely to complain than praise given the chance, a 99% rating is in fact much better than making 1 in 100 unhappy statistically. Totally agree with the wrinkle ironing out, after just 100 reviews it was easy to pick up a theme to our services.

Ours have started showing on adwords and product search now too, which i am really happy about.

[Mike Hughes]

Reviews: 270
Service: 100%
Product: 98%

Mike

[mje]

Since June 2010 - 538 reviews

Last 12 months.

Service reviews - 167 - 100%

Product reviews - 267 - 100%

I have no idea if good reviews encourage folk to buy, I would like to think it does, but it is nice to get a pat on the back when you read a good review

Most products we sell are not manufactured by us, we just retail them, although it is maybe a bit picky, I don't like the wording used by Feefo when requesting feedback - "the product" would suit better I feel .

[chris ashdown]

Only been running 2 months so they read

247 replies, 97% for service and 95% for products

customers reading the bad reviews would have a laugh at some of the replies, proving you cannot please all of the people all of the time