Feefo
27-07-2009
Any eBay user will know that customer feedback is crucial to survival in the online world. We all know that one negative feedback comment can ruin your reputation or business. Or does it?
Which? has recently published a report saying that some sellers on Amazon Marketplace are paying consumers to remove unfavorable comments posted online. This level of dishonesty can tarnish a business much more than negative feedback.
With internet sites now not only being used to just to sell but to build brand identity, engage customers in dialogue and obtain feedback from customers. It is therefore vital that when using these feedback systems that they are completely open and transparent and comments are not edited in any way.
Feefo is a customer feedback forum and service that represents over 100 companies, many of whom are fashion and clothing retailers including Thomas Pink, Charles Tyrwhitt and my-wardrobe.com.
Set up by Bill Cawley, who observed the impact that eBay's feedback system had on consumer confidence, Feefo enables businesses to really measure customer service and satisfaction at very low cost and at the same time giving the public open access to every piece of customer feedback on a Feefo company – good, bad or indifferent.
The independent forum is able to measure customer satisfaction, build customer relationships and create a dialogue, decrease the rate of product returns and encourage significantly increased customer spend and repeat visits. They can also help manage negative feedback and turn people around.
With one in three internet users are still reluctant to shop online due to lack of trust, making it particularly difficult for smaller businesses without a high street protection to successfully launch, user feed back is now more important than ever and Feefo offers a honest and open service that can take a business to the next level. More information on how Feefo operates and how to sing up to the service can be found at www.feefo.com.
By Charlotte Bishop
