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Introduction
Astutis is a leading health, safety and environmental training provider that also offers consultancy services to organisations around the world. With over a decade of experience, the company engages individuals and teams with innovative learning experiences. Astutis holds itself in high regard when it comes to customer service, placing customer trust at the very centre of everything it does.
“Having Feefo as part of our business has helped us enhance our brand reputation. There is no more accurate barometer than that of real customer feedback - verified for authenticity against the highest standards of compliance.”
Ruth Williams
Global Head of Marketing and eCommerce
The Challenge
Astutis needed a method of collecting feedback based on real, personal experiences from its customers. Without any visibility of genuine customer opinions, there was no way of identifying what aspects of the business customers liked, and what areas needed improvement.
The company required a solution that allowed it to gather verified reviews from real users of its services with complete confidence that the feedback was from genuine users of the business. Competitors in the same space were using review platforms and had consequently struggled publicly with fake feedback. This meant that open review platforms were not an option.
How Feefo has helped
After signing up for Feefo in 2020, Astutis was able to send feedback requests to customers who had used its services, and the feedback it received impacted every area of the business.
“We needed a solution to harvest invite-only reviews, and the technology provided by Feefo was head and shoulders above the competition. It wasn’t just the technology - the account management, the training, support and evolution of the platform made Feefo a clear winner.”
A view of the entire business
When service feedback started coming in, Astutis got a transparent view of every area of the business. The company turned these genuine customer reviews into actionable insight, using sentiment analysis to indicate how its customers felt about different aspects of their experience.
The analytics in the Feefo reporting suite gave the company complete visibility of any emerging trends in its feedback, so any reoccurring issues could be flagged and quickly addressed to maintain its high levels of customer service.
“Feefo reviews were particularly useful during the pandemic. We captured sentiment from customers feeding back on our courses' smallest details, and started spotting trends. For example, many of our online virtual courses also come with hard-copy course notes. Through Feefo we noticed that the notes were arriving after the course had started. As a result, we worked with our printers and created a new process for notes to arrive in advance of the course date so that our learners had everything at hand.”
Astutis even used the insight from its reviews to change the packaging and dispatching process of its welcome boxes that were sent to customers completing its virtual courses. Without collecting and analysing customer feedback, the team never would have known that boxes were frequently missing items - an issue that was quickly resolved.
Strengthening customer relationships
With the introduction of Feefo, Astutis could now have real-time conversations with its customers. Each month, the company reaches out to customers who have provided feedback and thanks them personally for their reviews. This has enabled the business to develop closer customer relationships, as well as retrieve further, more in-depth feedback for case studies and testimonials.
The results
Since partnering with Feefo, Astutis has been using the insight to make considerable changes to the content of its products, and shape how its services look today.
Through collecting and displaying feedback from genuine customers, interest in online courses rocketed and Astutis saw a 30% increase in demand.
“In 2020 we undertook a customer sentiment research project to look at the reasons why customers chose Astutis. 30% of the recipients said they were influenced to purchase through reviews. We stand by our verified reviews status and acknowledge that our growth leans on the power of authenticated reviews.”
Simply displaying its Feefo rating across various channels, Astutis noticed an uplift in sales. Platforms displaying a Feefo rating, such as in the Google results and website landing pages saw a 10% increase in sales.
Feefo has transformed the business in other ways, too. Astutis created a new job role to monitor, analyse and communicate the feedback with the wider business, has regular ‘customer success celebration days’, and even displays quotes from Feefo reviews on the office walls to inspire the team.
