Medical Monks case study | Feefo

Overview

Medical Monks provide ostomy, urology, skincare and respiratory supplies to patients across the US. Since their inception they have offered outstanding and affordable care, putting compassion at the heart of everything they do. Working with Feefo has helped Medical Monks listen even more closely to their customers, so they can improve upon their products and services. Since showcasing feedback online, they have converted more customers and have achieved 25% growth year on year.

The challenge

Medical Monks were receiving excellent feedback from customers via phone and email. They wanted to share this feedback with a broader audience, as they knew it would help build trust with potential buyers. Specifically, they were looking to display ratings and reviews at key conversion points in the customer journey – for example, near a display ad or on their checkout page – as they recognised this opportunity to drive sales.

Gaining more insight into customer sentiment was another key priority for Medical Monks. During the COVID-19 pandemic, it was especially important for the retailer to understand how backorders were affecting patients and how customer service could be improved.

The solution

Medical Monks considered a number of review providers and saw that Feefo stood out from the crowd.

With our platform, Medical Monks were able to fully automate the feedback collection process, so they could reach out to more customers faster. As our system is invite-based, Medical Monks only collected reviews from real buyers – helping them accurately understand people’s thoughts about their service and get a full picture of any issues.

Feefo also solved the display challenges Medical Monks were facing. Using our vast range of widgets, they showcased reviews across their website to help improve conversion rates. We also enabled them to display reviews on organic search engine results pages and in Google Shopping ads.

The results

Medical Monks is a thriving business with a strong and loyal customer base. Since partnering with Feefo, they have achieved:

• 33% growth in customer retention rate
• $32 increase in average order value
• 40% boost in conversion rate
• 25% YoY growth

Working with Feefo has helped Medical Monks make the most of their brand advocates by sharing their positive feedback online. As a testament to their excellent customer service, they have received our Platinum Trusted Service Award – demonstrating that they really do go above and beyond for their customers.

Our platform has also enabled Medical Monks to walk in the shoes of their customers. Since collecting feedback with Feefo, they have been able to understand patient concerns regarding backorders and communicate product stock with greater transparency to alleviate these concerns.

Medical Monks are now looking to reach an even wider audience, broadening their customer base to include more clinicians and healthcare companies. To achieve this, they plan to leverage their partnership with Feefo, using previous reviews from similar customers to highlight their value proposition to new prospects.