2. Customer Reviews
• Why did we start looking at rating and review companies?
• The other benefits we discovered on the way
• How it actually works
• The reviews themselves
• Next steps for us
3. Why did we start looking at rating and
review companies?
4. More specifically…
• Encourage feedback on our terms
– Then engage with social media
• Fix problems, reduce ongoing and recurring complaints
• Respond to any comments publicly and allow re-rating by the
customer
• Learn about our performance and the perception of our products
5. However,
the main benefit of consumer-generated rating and reviews is that they
improve site conversion rates
9. Plus, it generates Seller Rating in AdWords
“Gold Stars”
• Increase click through rate on PPC ads by 17%
• With increased traffic comes more conversions and a higher
quality score
10. How it actually works
All reviews publicly viewable on Feefo.com
1. Feefo notified
Of sale
2. Customer sent
Feedback
request
3.Customer
Completes
feedback
4.Reviews show
on your site
And Google
AdWords to aid
conversion
11. The reviews themselves
• All negative reviews sent straight to specified email addresses
• Includes a link to that comment so we can reply
• Responses should be informal and be the resolution
• Fault codes can be applied
• Ability to pick out comments that are positive but include words like
„But‟ and „However‟
15. Next steps
Don‟t lose sight of the main reason we‟re doing this
• We provide a better service – customers stay with us for longer
• Fewer customers fret over problems they’re having
But we should improve acquisition too
• Test integrations across sites
• Monitor CTR on PPC ads
