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<h2>Introduction</h2><p><span><a href="https://www.astutis.com/" target="_blank">Astutis</a> is a leading health, safety and environmental training provider that also offers consultancy services to organisations around the world. With over a decade of experience, the company engages individuals and teams with innovative learning experiences. Astutis holds itself in high regard when it comes to customer service, placing customer trust at the very centre of everything it does.</span></p>

Global Head of Marketing and eCommerce 

<h2>The Challenge</h2><p>Astutis needed a method of collecting feedback based on real, personal experiences from its customers. Without any visibility of genuine customer opinions, there was no way of identifying what aspects of the business customers liked, and what areas needed improvement.</p><p>The company required a solution that allowed it to gather verified reviews from real users of its services with complete confidence that the feedback was from genuine users of the business. Competitors in the same space were using review platforms and had consequently struggled publicly with fake feedback. This meant that open review platforms were not an option. </p><h2>How Feefo has helped</h2><p>After signing up for Feefo in 2020, Astutis was able to send feedback requests to customers who had used its services, and the feedback it received impacted every area of the business.</p><p>“We needed a solution to harvest invite-only reviews, and the technology provided by Feefo was head and shoulders above the competition. It wasn’t just the technology - the account management, the training, support and evolution of the platform made Feefo a clear winner.”</p><h2>A view of the entire business</h2><p>When service feedback started coming in, Astutis got a transparent view of every area of the business. The company turned these genuine customer reviews into actionable insight, using sentiment analysis to indicate how its customers felt about different aspects of their experience.</p><p>The analytics in the Feefo reporting suite gave the company complete visibility of any emerging trends in its feedback, so any reoccurring issues could be flagged and quickly addressed to maintain its high levels of customer service.</p><p>“Feefo reviews were particularly useful during the pandemic. We captured sentiment from customers feeding back on our courses' smallest details, and started spotting trends. For example, many of our online virtual courses also come with hard-copy course notes. Through Feefo we noticed that the notes were arriving after the course had started. As a result, we worked with our printers and created a new process for notes to arrive in advance of the course date so that our learners had everything at hand.”</p><p>Astutis even used the insight from its reviews to change the packaging and dispatching process of its welcome boxes that were sent to customers completing its virtual courses. Without collecting and analysing customer feedback, the team never would have known that boxes were frequently missing items - an issue that was quickly resolved.</p><h2>Strengthening customer relationships</h2><p>With the introduction of Feefo, Astutis could now have real-time conversations with its customers. Each month, the company reaches out to customers who have provided feedback and thanks them personally for their reviews. This has enabled the business to develop closer customer relationships, as well as retrieve further, more in-depth feedback for case studies and testimonials.</p><h2>The results</h2><p>Since partnering with Feefo, Astutis has been using the insight to make considerable changes to the content of its products, and shape how its services look today.</p><p>Through collecting and displaying feedback from genuine customers, interest in online courses rocketed and Astutis saw a 30% increase in demand.</p><p>“In 2020 we undertook a customer sentiment research project to look at the reasons why customers chose Astutis. 30% of the recipients said they were influenced to purchase through reviews. We stand by our verified reviews status and acknowledge that our growth leans on the power of authenticated reviews.”</p><p>Simply displaying its Feefo rating across various channels, Astutis noticed an uplift in sales. Platforms displaying a Feefo rating, such as in the Google results and website landing pages saw a 10% increase in sales.</p><p>Feefo has transformed the business in other ways, too. Astutis created a new job role to monitor, analyse and communicate the feedback with the wider business, has regular ‘customer success celebration days’, and even displays quotes from Feefo reviews on the office walls to inspire the team.</p><p></p>

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Our Enhanced Reach solution gives you immediacy, a fresh approach and fast access to additional reviews for your product or service.

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<p>When you need your review requests to work even harder, our Enhanced Reach solutions are here to help. With 85% of consumers trusting online reviews as much as personal recommendations, there are times you need reviews in place, fast. We know that higher numbers of positive reviews lead to increased customer purchases.</p><p>So when those reviews matter most, for new, niche or high-value products, Feefo’s Enhanced Reach helps build your review collection faster, to grow customer confidence and increase sales.</p>

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<p><span>Go beyond email and send review requests to your customers’ mobile devices. Your customers may not check their emails every hour but they are looking at their phones. Text is one of the most effective forms of communication, with smartphone owners opening 95% of texts, within 90 seconds of receipt. With SMS distribution you can send personalised review invitations at a time of your choosing, following a verified purchase.</span></p>

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<p><span>Request immediate feedback from your customers via a specially-generated link, which you can integrate into a form, survey or email, whatever works for you. The Review link generator creates individual links for each customer, so you can source smarter, faster and more focused feedback via your own marketing channels.</span></p>

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<p><span>Access product reviews from across Feefo’s extensive client network, so you can display additional verified feedback on your website at the point of purchase. Sharing product reviews collected in product groups, for different colours or countries, provides additional information for the customer on your website, drives traffic and increases conversions.</span></p>

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<p><span>Get reviews in place for day one of a new product or provide additional reviews for niche products. Review booster provides reviews from a targeted consumer group in pre-launch or time-specific collection periods to increase customer confidence and sales. With <a href="https://digital.com/social-proof-statistics/" target="_blank">88% of shoppers</a> waiting to read user reviews before purchasing a brand new product, take the fast-track route to review collection.</span></p>

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<p>You value authenticity, and so do we. Feefo ensures <a href="https://www.feefo.com/uk/business/features/feedback-request-manager" target="_self">only verified customers can leave reviews</a>. Say goodbye to <a href="https://www.feefo.com/uk/business/features/brand-reputation" target="_self">fake feedback</a> and embrace genuine insights from your real-life patrons. Elevate customer trust and reap the benefits of authentic feedback with our flexible review management system to generate quick responses and detailed replies.</p>

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<p><span>Step into the shoes of your customers and schedule review requests that align with their convenience. Our invite-only approach guarantees heightened engagement and instils a stronger trust in your brand. With Feefo's Feedback Request Manager, customise your communication — from design to specific form fields — mirroring the essence of your brand.</span></p>

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<p>They say a picture paints a thousand words; fresh user-generated images let your customers share their stories. Encourage visual responses and showcase them across your marketing avenues and communication channels. Not only does this enhance trust and drive conversions, but a boost in your Google rankings is a delightful cherry on top.</p><p></p>

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<p><span>Curious about a facet of your business? Extend the conversation with brand-centric questionnaires. Reach out to your audience — be it customers, employees, or prospects — and unearth tailored insights. For nuanced, specific, or anonymous feedback, Feefo surveys are your go-to tool.</span></p>

Astutis sees a 30% increase in demand after implementing Feefo

Astutis sees a 30% increase in demand after implementing Feefo

Astutis sees a 30% increase in demand after implementing Feefo

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