Case Studies (US)

Andrews

RSSLogin — Thu, 24 Oct 2019 15:58:55 GMT

The Results

Since using Feefo to collect customer feedback, Andrews has seen a sharp rise in the number of reviews coming into the business.

A combination of smarter targeting and simple, single-click feedback request forms means the past 12 months has seen Andrews collect over 600 invaluable service reviews.

Being able to customise the review requests for every type of customer and scenario has increased engagement, resulting in monthly response rates soaring as high as 26%*.

With an average Feefo feedback score of 4.6 out of 5, Andrews also qualified for the prestigious Gold Trusted Service Award in 2019.

*December, 2018

Fire Label

SampleHubSpotUser@hubspot.com (Sample HubSpot User) — Thu, 24 Oct 2019 15:36:44 GMT

The Results

Since adopting REA, Fire Label have seen a dramatic upturn in the quality and performance of their search ads, resulting in higher click-through rates and more revenue.

Brand term ads including positive review snippets such as “Good quality at great price” and “Great customer service, quick delivery and good product. 5/5” led to an increase in conversion rates of 33% when tested against ads with more traditional CTA-led copy. These same ads also reduced the cost-per-conversion by as much as 24%.

The same approach was taken for product ads, with similarly positive results.

Including both short and long tail review snippets within the ad copy for t-shirts saw click-through rates rise by up to 11%.

Michael Page

SampleHubSpotUser@hubspot.com (Sample HubSpot User) — Fri, 26 Jul 2019 02:29:30 GMT

The Results

With 79% of job hunters now using Google as their first port of call when searching for a recruitment agency, enabling Feefo reviews through their Google business account ensures only qualified, genuine customer feedback is displayed in their Google search results. This increases visibility and trust in the Michael Page brand online and is helping them perform better across search.

Collecting reviews through a Google-trusted platform, such as Feefo, qualifies Michael Page for Seller Ratings. Incorporating Google Seller Ratings into their paid Google ads lets Michael Page display their reviews within their ad copy, leading to a click through rate uplift of between 16% and 50%.

The Perfume Shop

SampleHubSpotUser@hubspot.com (Sample HubSpot User) — Thu, 25 Jul 2019 02:34:00 GMT

The Results

By only reading the reviews that are most relevant to them, The Perfume Shop’s customers get the information they need to make a buying decision quickly, reducing their time on page and increasing the likelihood of making a purchase.

The results speak for themselves; in just six weeks, The Perfume Shop experienced an incredible 13.5% increase in overall conversions.

Heath Crawford

SampleHubSpotUser@hubspot.com (Sample HubSpot User) — Thu, 25 Jul 2019 02:29:00 GMT

The Results

Since partnering with Feefo, Heath Crawford has seen a 59% YoY increase in web traffic and 13% YoY growth. Whilst customer reviews aren’t the only reason for this positive uplift, they form an important piece of the marketing jigsaw for the family-run insurance broker – helping them convert browsers into fully-fledged customers.

Net Promoter Score is a gauge of a company’s customer relationships and helps monitor customer loyalty and satisfaction. Using Feefo allowed Heath Crawford to track their own NPS score.

Iceland

SampleHubSpotUser@hubspot.com (Sample HubSpot User) — Wed, 24 Jul 2019 02:34:00 GMT

The Results

Over a 12-month period Iceland achieved an outstanding Feefo rating of 4.5 out of 5 from over 31,000 real reviews.

Iceland has used the insight gathered from all the Feefo feedback and insight to successfully guide the direction of marketing activity and new trial services.

Synergy Automotive

SampleHubSpotUser@hubspot.com (Sample HubSpot User) — Wed, 24 Jul 2019 02:30:00 GMT

The Results

Synergy has now collected over 4000 verified product and service reviews, with an outstanding response rate to feedback requests of 35%. The volume and depth and breadth of feedback is helping Synergy to enhance the relevancy of their reviews.

Recently, Synergy have further improved the organic visibility of their reviews and website by ensuring that each car model’s page contained brand-specific reviews. This is allowing customers to view feedback relevant to the vehicle they’re interested in leasing - as well as the excellent service levels received by fellow customers ordering the same car.

The Training Room

SampleHubSpotUser@hubspot.com (Sample HubSpot User) — Tue, 23 Jul 2019 02:35:00 GMT

The Results

After making these simple changes to optimise their review strategy, The Training Room quickly saw impressive results. In just two months, open rates shot up to 75.1%, an increase of 61.2%. Response rates also reached record highs of 11.8%, rising an incredible 331.4%.

Feefo’s reminder function also sparked their customers into action. Sending out a second email encouraging customers to leave a review one week after the initial request led to a further increase in response rates.

On The Beach

SampleHubSpotUser@hubspot.com (Sample HubSpot User) — Mon, 22 Jul 2019 02:32:00 GMT

The Results

To date, On the Beach have collected more than 150,000 reviews, and their dedication to delivering great customer service has seen them achieve an average Feefo rating of 4.1 out of 5 stars, alongside numerous Feefo Trusted Service awards.

It was critical that, as well as building trust in their brand, On the Beach helped more people discover their services and increased their visibility on Google. Taking advantage of the content partnership that Feefo have with Google, they were able improve their ranking in search results.

Salon Services

SampleHubSpotUser@hubspot.com (Sample HubSpot User) — Fri, 19 Jul 2019 02:33:00 GMT

The Results

Since 2017, Salon Services has collected over 1,000 product and service reviews through Feefo, achieving an average rating of 4.2 stars.

As the number of reviews collected for each product increased, so too did the brand’s impressive conversion rate. Product pages with 20 or more reviews saw an incredible 334% increase in conversions compared to those without.

This increase in engagement carried over into sales. Spend on products containing reviews increased up to 294% thanks to the greater levels of insight available to customers when shopping through the Salon Services website. Customers were now more confident when choosing to buy as they were able to rely on the real opinions of fellow professionals to guide their decisions.