Driving confidence and sales: how The Pinball Company boosted customer engagement with Feefo

Owners Nic & Brooke Parks with CFO Dominic Kacich 

Pinball Company , a premier provider of pinball machines and arcade games, has built a reputation for delivering high quality entertainment products to both residential and commercial clients. With an emphasis on customer satisfaction and diverse product offering, they cater to gaming enthusiasts across the United States. However, like many e-commerce businesses, The Pinball Company faced challenges in securing verified customer reviews—a key factor in building trust for high-dollar purchases online.

• A 40% increase in customer reviews received
• 25% increase in sales of high-dollar pinball and arcade machines
• Enhanced online shipping options because of customer feedback

The challenge: ensuring verified feedback

For The Pinball Company, the primary hurdle was gathering reviews from confirmed purchases. Given the nature of their business, where products like pinball machines and arcade games often involve lead times for delivery, ensuring that customers could provide feedback only after receiving their items was critical. Without this, they risked sending review requests prematurely, leading to a lower response rate and potential customer dissatisfaction.

The solution: Feefo’s tailored review platform

When searching for a solution, The Pinball Company found Feefo’s platform to be the perfect fit. Integrating seamlessly with their WooCommerce website, Feefo offered the ability to capture verified reviews while also synchronising with Google Shopping to display product ratings. The ability to manually control when review requests are sent proved transformative. By waiting until customers had received their games, the company saw a significant improvement in review participation and accuracy.

The results: increased sales and customer confidence

Since implementing Feefo, The Pinball Company has experienced tangible benefits. Verified customer reviews on their website and Google Shopping have instilled greater confidence in potential buyers, particularly for high-dollar items like pinball machines. This trust has directly translated into increased sales, reinforcing the importance of authentic customer feedback in the buyer’s journey.

Beyond sales, Feefo’s platform enabled The Pinball Company to refine their operations based on customer input. For instance, feedback about setup instructions has been relayed to manufacturers, ensuring a smoother experience for future customers. Additionally, the company’s commitment to timely responses to customer inquiries has strengthened their reputation for exceptional service.

Beyond expectations: a partnership for growth

The flexibility and customisability of Feefo’s platform have exceeded The Pinball Company’s expectations. With support from Feefo’s dedicated team, they’ve adapted the system to meet their specific needs, ensuring a seamless integration into their existing processes. Feefo’s proactive customer support has further solidified the partnership, offering consistent assistance and updates to optimise their use of the platform.

Looking ahead: continuous improvement with Feefo

The Pinball Company plans to nurture its relationship with Feefo, leveraging the platform’s tools to gather even more valuable feedback and enhance customer experiences. As they continue to grow, Feefo’s role in their strategy remains central, driving customer satisfaction and operational excellence.

"Feefo has been a tremendous asset for my business. The integration with my website backend and Google Shop makes it seamless and easy to use. The Feefo platform is very dynamic and customisable, which has been important in ensuring my customers are sent reviews at the right time. The Feefo support team consistently reaches out for updates and provides me with the assets and support I need to continue running a successful business. I look forward to continuing my relationship with Feefo for our verified customer reviews."

– Dominic Kacich, CFO, The Pinball Company

CFO Dominic Kacich 

This collaboration highlights the value of a robust, verified review platform in driving sales and customer trust, proving that authentic feedback can be a game-changer for businesses in competitive industries.

To learn how Feefo’s verified reviews and insight platform could transform your customer service, speak to the team.