July 2008: Recently Feefo challenged e-tailers to stand up and be counted in order to prove that they care about their customers. The response from online retailers has been swift and decisive, with many prepared to show that they are proud to trust their instincts and submit their service to public comment.
Woods of Shropshire is an online retailer of high quality menswear and was established over 6 years ago by Managing Director Charles Wood, who has many years experience in clothing retail with Baird Clothing The business is founded on the principle that service and quality matter. Wood personally oversees the day to day operations and despatch of his merchandise to all corners of the globe from his Church Stretton Headquarters. Feefo - the only independent forum for online customer service feedback - provides Wood with the opportunity to prove the reputation of his business beyond doubt to all who visit his website, in a way that testimonials cannot.
Feefo (Feedback Forum) is the simplest platform for customers to praise or criticise web-based suppliers. Suppliers who sign up to the forum commit to sending details of all their sales to Feefo. Each sale generates an email to the consumer requesting feedback. Customers are able to rate products and the quality of service received - good or bad. Suppliers have the chance to reply immediately and publicly, making it possible for them to thank customers or rectify dissatisfaction directly. The feedback is then displayed for all to see - the ultimate way to show how they appreciate praise or deal with complaints!
Charles Wood says, "When we first looked at using Feefo, I must admit that I was a bit concerned that my customers just might use it as a chance to criticise us in some unforeseen way because we are not complacent and are our own harshest critics. That's why we dipped our toe in the water in a way that cost us nothing at all and I'm so pleased that we did."
Ed Lennox, Feefo's Marketing Director explains, "No matter how good you think your customer service is, you can never be fully certain what people might say about you until you ask them to comment. Feefo offer anyone the chance to put themselves to the test for free and with no obligation to us. That is what we did for Woods of Shropshire - and they needn't have worried, their feedback is astonishingly good and they should be delighted with it: their reputation is first rate and we are delighted to be associated with them."
Woods adds "The effect of the Feefo feedback on staff morale has been fantastic. I myself have been quite moved by what people are saying about us. The really excellent aspect of all this is that by placing such a volume of feedback on the site, we are making our business more visible to search engines, so it's good for business in every way!"
For further information on how Feefo works and details of clients already signed up please contact Ed Lennox on 01584 879068 or visit our website at www.feefo.com.