From in-house system to verified platform
With three million registered customers and over 52,000 products, Ebuyer is the UK’s largest online technology retailer.
The company had collected 40,000 reviews through its internal feedback system. However, these reviews were not verified to have come from genuine customers, so their impact was limited. Furthermore, the reviews were collected through a free text form, resulting in unstructured data. This made it difficult for shoppers to easily evaluate products. It was also challenging for Ebuyer to understand how customers felt about their overall experience.
In addition, Ebuyer’s wide range of products and high level of transactions made the review content difficult to manage. The in-house system lacked scalability and could not support Ebuyer’s ambitious growth plans.
Immediate value with Feefo
Ebuyer was understandably reluctant to lose all its 40,000 reviews. However, with no way of ensuring these reviews had come from confirmed buyers, they could not be used under the Feefo brand. Feefo soon overcame Ebuyer’s concerns, delivering more than 60,000 reviews within 72 hours through Syndication.
“After switching to Feefo branded reviews from our in-house system, we saw our conversion rate and average order value increase - a clear indication of increased consumer trust.”
David Wood
Commercial Director, Ebuyer
Feefo also provided more granular customer feedback through metrics like ease of use, build quality and value for money. This, together with the separation of product and service reviews, optimised the user experience and gave Ebuyer more detailed insight into its products and services.
If that wasn’t enough, Feefo enabled Ebuyer’s customer service team to directly respond to reviews. This strengthened customer relationships post-purchase, transforming buyers into brand advocates. It also allowed Ebuyer to respond to any issues highlighted through reviews.
The platform designed with growth in mind
By partnering with Feefo, Ebuyer now has a scalable review solution that is trusted by its customers. In addition to the ROI this has produced through increased conversion rates, it has also given Ebuyer great insight into customer sentiment regarding both products and services.
In less than eight months, Feefo served Ebuyer with over 206,000 reviews. This provided a wealth of information and balanced opinions to help shoppers make their decisions.
- 97% of respondents would buy again from Ebuyer
- 93% felt their delivery was on time and in good order
- 80% of respondents said enquiries were handled effectively
Over 82% of Ebuyer’s product pages, viewed by consumers, have review content on them. By embedding such large volumes of reviews on its site, Ebuyer has also improved its SEO ranking, attracting shoppers to relevant product pages from Google and other search engines.
Ebuyer is also using the customer service scores collected through Feefo reviews to compare itself to competitors and constantly evaluate how to improve even further.
