Wicked Uncle USA case study | Feefo

Introduction

Wicked Uncle USA is an e-commerce children’s toy and gift site designed to take the stress out of choosing and sending a gift that any important child in your life will love. In addition to selling, evaluating, and ‘kid-testing’ top toys carefully, it provides a real gift wrap service and even handwritten birthday cards.

The challenge 

Although well-established as a brand for over 20 years in the UK, Wicked Uncle was a relative unknown in the United States. The company quickly identified that establishing trust was a critical issue for parents, grandparents, aunts, and uncles, arriving on its site for the first time. So, it called us in.

The solution

Wicked Uncle’s more established sister company in the UK had already been successfully using Feefo to gather verified customer reviews it could use on its website. The US arm of the company identified a need to replicate this success and was keen on doing even more.

We worked with Wicked Uncle in the USA to:

• Establish it was an authentic and responsible company that provides excellent customer service people could trust. And we did. After just four years of being with Feefo, Wicked Uncle won our Platinum Trusted Service award. Our highest award, it’s only given to companies that have shown their ongoing commitment to serving customers by winning a Gold award three years in a row
• Confirm it offered what potential customers wanted - an easy-to-use website, a wide choice of products, and a reliable delivery service
• Allow Wicked Uncle to monitor the ongoing quality of its customer service. Doing this helps its staff realise how important its service is to their customers This was particularly relevant while running a warehouse operation during the Covid pandemic
• Give it the chance to put things right for a customer if things hadn’t gone as they should by using the ‘live’ data it received to highlight any issues

The fact that Feefo provides invitation-only verified customer reviews was another key reason Wicked Uncle chose us. It wanted to reassure shoppers the reviews they were reading were 100% fake-free and could be used to make confident buying decisions. The company’s decision proved to be a wise one given that the US Federal Trade Commission (FTC) has been stamping down on practices such as fake reviews and charging companies huge fines.

The results 

There have been over 6,030 service reviews collected with Feefo for Wicked Uncle US as of 15^th August 2023. And the company has maintained an impressive 4.9 out of 5 customer service rating - great social proof for potential customers. As mentioned earlier, this impressive service rating has led to Wicked Uncle winning a Feefo Platinum Trusted Service award.

What do its customers say about Wicked Uncle

To take a look at the reviews and feedback it’s received through Feefo head to Wicked Uncle USA and click on the panel that says ‘Read our reviews’ on the righthand side of the page. You’ll see why Wicked Uncle is a Feefo Platinum Trusted Service Award winner.