Whether we’re booking a holiday or buying a new computer, increasingly we are checking out other customer reviews before committing to a purchase, particularly when it’s a significant investment. It’s one thing seeing a company’s advertising but we like to hear what other people who have bought from that company have to say – good and bad.
Appeal Home Shading invites every single customer to leave public, unedited reviews on their website based on four ratings, ‘Excellent’, ‘Good’, ’Poor’ or ‘Bad’. Customers are also given space to add no holds barred comments.
The customer reviews are collected by an external operator, Feefo and fed into Appeal’s own website as live reviews with the customer’s name and details removed. Since Appeal introduced the system in 2013, over 400 customers have left frank reviews, all of which can be quickly accessed and read in full. Of these reviews, 90% of respondents rated Appeal’s customer service as ‘excellent’ or ‘good’. When asked to rate the product they bought, the level of customer satisfaction rose even higher with 96% of respondents choosing ‘excellent’ or ‘good’. In recognition of its excellent customer service over this period, Feefo have awarded ‘Trusted Merchant’ status to Appeal.
Appeal installs thousands of blinds and shutters every year. The staff at Appeal pride themselves on giving customers an excellent experience from initial contact to final fitting, and of course with the final product itself. Occasionally, due to the nature of made-to-measure products that require such precise measurements, human error does occur and in those instances Appeal strives to rectify any issues as quickly as possible. A dedicated customer services team is on hand every step of the way to respond to any queries and resolve any issues efficiently and pleasantly. The review system means that customers can describe their experience and give suggestions as to how Appeal can make improvements. With every comment made available, potential customers don’t have to rely only on what the company itself says, but can make a decision based on their own research.