SME Case case study | Feefo

SME, Inc. USA put a spotlight on its award-winning customer service and enhanced employee morale with Feefo.

Superior Medical Equipment, Inc. USA (SME, Inc. USA) is a leading distributor of physical therapy and rehabilitation equipment. From tongue depressors to parallel bars, they outfit entire clinics from top to bottom.

Frustrated with a lack of process to collect and respond to customer feedback, they were seeking a ready-made solution that would help them solicit requests. And, more importantly, provide a framework for customer satisfaction resolution. They also wanted to inspire more customers to share their positive experiences.

The challenge: To give customers equal airtime

Disgruntled customers ‘cheep’ the loudest. At least, that’s what SME, Inc. USA felt when, despite most of its customers feeling happy with the outstanding service, the small minority of dissatisfied people were finding the time to air their grievances.

It created a morale issue within the customer service team, who were only hearing negative feedback. They needed a way for the positive, as well as the negative, feedback to be collected and be able to respond. With no quick way for customers to do this, only those who felt extremely passionate were sharing their experiences.

SME, Inc. USA sought an out-of-the-box solution to collect and display feedback and enable a vessel for conflict resolution. Something that would also motivate the rest of their customers, the ones who felt extremely satisfied with the service, to share their thoughts and star ratings.

That’s where Feefo came in.  

The solution: Feefo's verified reviews platform

How did Feefo come about? We were in the right place at the right time. We reached out to SME, Inc. USA - as we do many businesses who could benefit from an insights and reviews platform - to share how Feefo could help them enhance the power of advocacy.  

Seeking an easy-to-use solution, SME, Inc. USA were pleased that Feefo was a turnkey verified feedback solution with a track record of success. They now collect, share and respond to feedback, making their customers feel valued and heard. They use our AI-powered analytics tools to assess sentiment and trends, providing valuable insights for improvements and opportunities.

Not only has the morale of their customer service team grown, but they’re also able to identify areas for improvement and celebrate successes. With a new structure in place, they can use negative feedback as a learning tool to implement training and seek opportunities for new initiatives.

The results: A thriving service team and a more loyal customer base

SME, Inc. USA has seen a huge increase in morale from its customer service team since implementing Feefo. This is influenced by an influx of positive feedback due to having clear methods for customers to leave reviews.

SME, Inc. USA said: “All the things we ‘knew’ we were doing well were there all along. We just had to ask for it to be shared with us!”

Not only that, but they’ve seen a real knock-on effect on their revenue per month and business sales. Prior to June 2022, their business sales were 98% B2B and 2% Retail. Since coming over to Feefo, they sit at ~ 95% B2B and 5% Retail. It may not seem like a huge jump, but to a company like SME, Inc. USA it can have a real impact. In fact, they have an extra $5k-8k of revenue per month coming in from retail sales. In their words, it’s the real ‘icing on the cake.’

Since joining Feefo, SME, Inc. USA has benefited from:

• An influx in customer reviews
• Opportunities to assess and analyse feedback to spot trends and opportunities for improvements
• Feefo’s sleek display tools to share their feedback highlights with new and existing customers
• Additional touch points to keep their brand top-of-mind for customers
• Enhance dialogue with customers, allowing them to have their voices heard and any issues resolved
• A boost in credibility and reputation of accountability with customer reviews and responses publicly displayed

What changes are SME, Inc. USA making in their business thanks to the power of advocacy

Using Feefo has not only boosted employee morale, it’s also inspired them to implement other business-boosting changes, including:

• Employing a system of always responding to feedback, whether positive or negative
• Utilising poor product or service reviews as a training tool for new hires to demonstrate resolution scenarios
• Celebrating team members who are called out on positive feedback
• Enhancing their customer journey strategy with reviews-based solutions

Embracing the power of advocacy has provided a platform for SME, Inc. USA to truly listen to their customers, respond in a way that makes them feel heard, and implement changes that can boost business success.