July 2008: Recently Feefo challenged e-tailers to stand up and be counted in order to prove that they care about their customers. Well Flying Brands, through their Gardening Direct division is doing just that!
Flying Brands, well known for brands such as Flying Flowers, are one of the largest multi-channel home-shopping companies in the UK. Based in Jersey, a large percentage of their sales are web-based and these sales increased by 19% during 2007. In order to ensure that customers are happy with both the goods and service provided by their companies, Flying Brands have signed up to Feefo - the only independent forum for online customer service feedback.
Garden Bird Supplies, an arm of the Gardening Direct division, has been trialling Feefo since May. They have been bowled over by the results.
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 the 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. Their customer feedback is then displayed for all to see - the ultimate way to show the world how they appreciate praise and deal with complaints!
Tony Milne, Managing Director of Gardening Direct, says, "We want to ensure that our customers feel well looked after by our brands. Feefo is a vital tool for us. It is totally independent - we can't change the results! We have been quite overwhelmed by the volume and quality of the feedback we received during the initial trials of Feefo, as well as delighted to know that our feedback has been 98% positive."
James Henry, E Commerce Director goes on to say, "It is time e-tailers realised that we must be accountable to our customers. Feefo allows us to do this and in a way that the whole world can see the results. There is nowhere to hide! I hope that in six months time I can report that we have 100% positive feedback!"
Feefo enables a company to build a reputation on-line. Bill Cawley, the man behind the Feefo concept, says "Feefo is aiming to be the TRUST mark for customers to rely on. At present we have in the region of 20% of customers providing feedback - usually positive, sometimes not. We believe our response rates are so high because it is quick, transparent and honest."
For further information on how Feefo works and details of clients already signed up please contact Ed Lennox on 08456 800320 or visit our website at www.feefo.com