Six years on from initial implementation and Donald Russell has collected a stunning 280,000 five-star reviews, earning themselves a Feefo Gold Trusted Service Award in 2019 for the exceptional service they provide every single customer. Some 86% of reviews about quality of service, and 78% of product reviews, achieve the maximum five-star rating, further proving the quality of both their customer experience and produce.
Off the back of receiving so much positive feedback, they are using the extra insight from each review to improve, and ultimately ace, their customer experience meaning concerns about negative feedback have all but disappeared.
Online searches for Donald Russell’s key products now feature the company’s high volume of five-star ratings, boosting customer confidence in their brand and click-throughs to their site.
Feefo has also become invaluable in the launch of new products, allowing managers to gauge early reaction and make necessary changes.
“Our experience has been really, really marvellous,” said Rob. “We have the most convincing customer advocacy possible and our relationship with Feefo will certainly continue.”
Rob McFarlane, Director of Sales and Business Development, Donald Russell