Rehome 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:
- 161% increase in courier sales
- 35% increase in business growth
- 15% increase in turnover
- 43% feedback response rate.
Read this case study to find out how.
Introduction
Rehome specialises in the sale and regeneration of used and ex-display kitchens. The company focuses on creating innovative solutions and providing outstanding customer service, in line with its family-run approach.
The challenge
Rehome’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.
Understanding the value of customer reviews, but unable to sufficiently monitor and utilise conversations on Facebook and Google, Rehome 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.
Critically, Rehome 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.
The solution
Building reputation through existing customers
In order to build its reputation, it was important for Rehome 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.
“What Rehome does is a relatively new concept that has not yet hit the mass market. The fact that customers often mention that they used our services because they had read our Feefo reviews is validation that integrating with Feefo has been a great decision for our business and crucial to our success.”
Helen Lord
Director, Rehome
A service to be trusted
By displaying reviews that were completely genuine, potential customers could trust what they were reading. One of the areas of the business that Rehome 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.
When it comes to replying to feedback, company director Helen Lord responds to all feedback personally. Using Feefo to amplify customer conversations, Rehome can demonstrate excellent customer service and a willingness to listen to all customers.
Optimising customer touchpoints
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, Rehome picks one positive review per day to showcase as a testimonial across its social media channels.
The results
Increase in sales
Many customers mentioned that they chose to purchase from Rehome 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.
The addition of seller ratings in Rehome’s paid ads increased turnover by 15% almost immediately.
One of Rehome’s biggest achievements since displaying genuine reviews is that its courier sales have increased by 161%, showing just how powerful feedback can be.
Building partnerships
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.
Improved response rates
Rehome achieves an exceptional feedback response rate of 43%, allowing them to hear from a large proportion of their customers and gain valuable customer insights.
Using the Feefo Reporting Toolkit, Rehome continually improved its offering, resulting in a Feefo rating of 4.9 out of 5 stars.
