FeeFo - what are your thoughts

[Jan]

I'm pretty sure that you can opt to have your service only reviewed with feefo.

Before feefo, we just accepted reviews through a contact form and then added to them to our site manually.

Regards,

[Robert Johnston]

Hello,

We started using FeeFo last November and have been amazed at the results!

To date we have received 393 customer feedbacks with a 99% satisfaction rating. We have received one "poor" rating, possibly from a competitor, who claimed that our company was "untrustworthy" when her goods did not arrive quickly and that she couldn't be "bothered" to contact us regarding the non delivery.

The point I must make is that if you take the time to respond using the FeeFo system a crticism can be turned around. I replied that "it was truthfully the first we had heard and that if contacted we could confirm despatch of the product". I also looked up the ladies £4.95 order and discovered that she lived in a part of Scotland where the snow was so bad supermarkets were running out of food. I also mentioned this in my FeeFo posting. We no longer despatch any order where a signature cannot be obtained with full online tracking to avoid this happening in the future.

We have two other negative feedbacks, one from a customer in Norway angry that we wouldn't declare his order a"gift" to avoid import duty. We replied that we "NEVER mislead customs officials"! Another lady complained that the shaving brush looked bigger in the picture, so I asked her to return it so that we could send her a bigger one.

If you read a bad review and a decent explanation it shows honesty that nobody is 100% perfect, but also allows a potential customer decide whether to shop with you.

Since November we have seen our conversion rate rise by 20% and order value by 23%.

FeeFo works, but only if you interact with customers and act upon criticism to ensure a blanced view is displayed.

Regards, Robert

[Robert Johnston]

I'm pretty sure that you can opt to have your service only reviewed with feefo.

Before feefo, we just accepted reviews through a contact form and then added to them to our site manually.

Regards,

We submitted our FeeFo rating request for Mole End this morning, top marks as ever!

Robert

[Sean Williams]

Great response Robert - now I'm back on the blinking fence!
Some numbers would be really helpfull - could you quantify the amount of time it takes you to 'service' Feefo as a factor of total number of responses and also the percentage of sales that actually bother to review via feefo?

[Robert Johnston]

Great response Robert - now I'm back on the blinking fence!
Some numbers would be really helpfull - could you quantify the amount of time it takes you to 'service' Feefo as a factor of total number of responses and also the percentage of sales that actually bother to review via feefo?

Hi Sean,

I really only reply to unhappy customers and to be very honest a rating system focuses the mind on getting it right in the first place! You can view our feedback, I don't think I have replied to anyone this year! Any usefull comments are acted upon and I contact customers privately who use the feedback system to mention niggles. i.e. Customers prefer a Royal Mail service over courier and needed a simplified shipping cost for overseas orders.

On average it is only about 10% of customers who comment, most are happily on the fence or prehaps too angry to type...

I will be back in the shop tommorrow and would be delighted to talk to you in person if it helps.

Regards, Robert

[Tony Moore]

I use codepath on my site for the very reasons mentioned earlier ie false reviews and crazies :-) I like the control it gives but you must be brave enough to publish negative reviews as you can reply to the issues to show you care and truthfully the odd negative review can convince people that the reviews are genuine.
Biggest problem I had to begin with (if it can be called a problem) is all postive reviews! Over time this does balance out though.

The other advantage of codepath is no ongoing monthly fee.

I received one genuine review which I dared not publish,(who would believe) it went

" this is the bestweb site i have ever been on , if all web sites were as good as this the world would be a better place" :-)