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Used Kitchen Exchange specialises in the sale and regeneration of used and ex-display kitchens. After implementing Feefo reviews on its website, the company saw impressive results, including:&nbsp;<ul><li>161% increase in courier sales</li><li>35% increase in business growth</li><li>15% increase in turnover</li><li>43% feedback response rate.</li></ul>Read this case study to find out how.&nbsp;<h2>Introduction&nbsp;</h2>Used Kitchen Exchange Ltd specialises in the sale and regeneration of used and ex-display kitchens. Incorporated in 2015, the company focuses on creating innovative solutions and providing outstanding customer service, in line with its family-run approach.&nbsp;<h2>The challenge&nbsp;</h2>Used Kitchen Exchange’s main objective was to gain recognition within the kitchen industry, and with customers. To accomplish this, the company needed to demonstrate how its service differed from competitors.&nbsp;Understanding the value of customer reviews, but unable to sufficiently monitor and utilise conversations on Facebook and Google, Used Kitchen Exchange sought a dedicated solution. In line with its ethos, the company wanted to find a reputable and recognised way of collecting customer reviews that would protect them from spurious feedback.&nbsp;&nbsp;Critically, Used Kitchen Exchange wanted to provide potential customers with the validation they needed to trust the company and show the value of their unique services. Feefo’s invite-only feedback platform stood out immediately, and they began their partnership in early 2017.&nbsp;<h2>The solution&nbsp;</h2>Building reputation through existing customers&nbsp;In order to build its reputation, it was important for Used Kitchen Exchange to collect as many reviews from customers as possible. The company achieved this by incorporating Feefo into the sales process. Every sales advisor explained the importance of feedback to their customers and provided various options to receive a feedback request. This personal touch helped them receive detailed reviews and achieve a higher response rate.&nbsp;

Director, Used Kitchen Exchange

<h2>A service to be trusted&nbsp;</h2>By displaying reviews that were completely genuine, potential customers could trust what they were reading. One of the areas of the business that Used Kitchen Exchange was struggling with before joining Feefo was showing the value of its own delivery service over customers using a third-party service. Thanks to the positive feedback received from satisfied customers, potential customers gained the confidence they needed to complete their purchase and opt for this delivery option.&nbsp;&nbsp;When it comes to replying to feedback, company director Helen Lord responds to all feedback personally. Using Feefo to amplify customer conversations, Used Kitchen Exchange can demonstrate excellent customer service and a willingness to listen to all customers.&nbsp;<h2>Optimising customer touchpoints&nbsp;</h2>The company’s Feefo rating is displayed on the header and footer of the website, so that customers have easy and constant access to genuine reviews. To further maximise the exposure of positive reviews, and build confidence with potential customers, Used Kitchen Exchange picks one positive review per day to showcase as a testimonial across its social media channels.&nbsp;<h2>The results&nbsp;</h2>Increase in sales&nbsp;Many customers mentioned that they chose to purchase from Used Kitchen Exchange after reading the company’s reviews on Feefo. This increase in customer confidence contributed to business growth of 35% in the first six months of implementing Feefo.&nbsp;&nbsp;The addition of seller ratings in Used Kitchen Exchange’s paid ads increased turnover by 15% almost immediately.&nbsp;One of Used Kitchen Exchange’s biggest achievements since displaying genuine reviews is that its courier sales have increased by 161%, showing just how powerful feedback can be.&nbsp;<h2>Building partnerships&nbsp;</h2>Aside from customer growth, the impact of reviews has been widespread across the business. The company has secured many new partnership deals with UK showrooms due to highly visible customer satisfaction rates.&nbsp;<h2>Improved response rates&nbsp;</h2>Used Kitchen Exchange achieves an exceptional feedback response rate of 43%, allowing them to hear from a large proportion of their customers and gain valuable customer insights.&nbsp;&nbsp;Using the Feefo Reporting Toolkit, Used Kitchen Exchange continually improved its offering, resulting in a Feefo rating of 4.9 out of 5 stars.&nbsp;

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Used Kitchen Exchange boost sales and turnover with customer feedback

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