Ariete, part of the De’Longhi Group, uses Feefo to turn verified customer feedback into a strategic asset.
Since adopting Feefo, Ariete has seen improved visibility, stronger customer relationships, and a measurable uplift in satisfaction.
*They send all their campaigns in Italian.
“Feefo is not just a collection tool, but a growth accelerator and a pillar of trust that measurably contributes to our commercial success on three main fronts."
Ariete is known for stylish, functional home appliances — but in a crowded market, product quality alone isn’t enough. The team needed a way to build trust, gather insight, and improve visibility across digital channels. Feefo provided the solution: a purchaser-verified review platform that supports authenticity, automation, and strategic decision-making.
Before Feefo, Ariete faced three key challenges:
Feefo’s purchaser-verified platform solved all three. Every review is linked to a verified transaction, giving customers confidence that the feedback is genuine. Reviews are placed strategically on product pages and at checkout, helping reduce cart abandonment and increase conversion.
Feefo’s partnership with Google also unlocked Seller Ratings — the gold stars that appear in Google Ads and organic listings. These stars improve click-through rates and make Ariete’s listings stand out, giving the brand a visibility boost without increasing ad spend.
“We’ve built a culture around feedback. It’s become central to how we grow, differentiate, and deliver value.”
Ariete uses Feefo’s Feedback Request Manager to optimise response rates and gather high-quality data.
Working alongside Feefo’s review experts, Ariete identified key product attributes to ask for feedback on – gaining greater insight into qualities that truly drive customer satisfaction and influence purchase decisions.
Timing is key: review requests are sent shortly after delivery, when customers are most engaged. This approach captures authentic reactions and increases the likelihood of a response.
Feefo’s reputation as a trusted platform also helps. Customers are more likely to respond to a request from a recognised name, knowing their feedback will be published and valued. Ariete keeps the messaging simple and clear, including essential purchase details to make the process seamless.
The result is a steady stream of verified reviews that reflect real experiences — and provide valuable insight for the business.
“Feefo isn’t just a review tool — it’s our most agile source of business intelligence.”
Ariete’s Net Promoter Score (NPS) is used as a strategic KPI across departments. With a current score of 62 (up from 60), using NPS helps the team monitor customer health, identify issues, and validate product direction.
Detractors are flagged immediately and prioritised by Customer Service for follow-up. Promoters help shape future development, confirming which features drive satisfaction and loyalty.
The NPS data is also shared at senior levels, including the General Manager. Particularly impactful reviews — positive or negative — are escalated to inform decisions around quality, marketing, and product performance.
“NPS is our loyalty thermometer. It helps us turn raw data into concrete business decisions.”
Ariete treats Feefo reviews as the purest form of Voice of the Customer. This data flows directly into Research & Development and Quality teams, informing product improvements and innovation.
Attribute-level feedback (e.g. ease of use, battery life) acts as an early warning system. A dip in ratings for a specific attribute triggers investigation and cross-referencing with warranty and after-sales data. This allows Ariete to identify and resolve issues before they escalate.
Data is fed into company strategy and considered crucial for commercial risk management. Senior management are notified when a product receives especially positive or negative reviews that may influence a product’s success.
The insights also guide iterative improvements. For example, if customers rate performance highly but criticise noise levels, the next product cycle focuses on acoustic optimisation. This feedback loop ensures Ariete’s products evolve in line with customer expectations.
“We use Feefo data as operational KPIs — it’s not just collected, it’s acted on.”
Feefo reviews are used across Ariete’s marketing and customer service channels. In paid campaigns and landing pages, aggregated scores and Google Seller Ratings are displayed to build trust and drive conversion.
Their Customer Service teams use positive feedback to reassure potential buyers.
When customers ask about durability or ease of use, agents reference real reviews to validate product claims. This turns service interactions into sales support moments, reinforcing confidence and reducing hesitation.
Feefo contributes to Ariete’s success in three key areas:
A +2-point NPS increase and improved CTR are clear indicators of Feefo’s impact on customer experience and brand performance.
“Feefo is not a cost, but a strategic investment that translates the authenticity of feedback into better visibility, greater trust, and more efficient sales.”
For Ariete, Feefo is more than a review platform—it’s a business intelligence engine. Verified feedback now drives:
Feefo’s value lies in its ability to inform product development, improve customer service, and guide strategic direction. By integrating feedback into operational processes, businesses can turn reviews into a source of continuous improvement and risk mitigation.
“Transform Feefo insights into operational decisions. That’s where the real value lies.”
Ariete’s advice is simple: don’t just collect stars — use verified feedback to build trust and drive decisions.
If you’re looking to boost trust, improve conversions, and make every review count, let’s talk.