Best Buy UK is now asking customers to review its service as well as the products it sells.
The company has added Reevoo Reputation to its UK website, so that customers can leave performance related feedback, and says that doing so gives potential buyers the confidence to buy from the site.
Pat Foley, head of online operations and customer experience at Best Buy UK, said: “At Best Buy we promise an unrivalled level of impartial customer service and advice to make shopping easier and better for everyone.
“By displaying independent service performance reviews and comments about delivery, customer service and whether other customers would buy from us again, we continue to be an open and transparent retailer, thereby building further trust in our brand.”
Reevoo Reputation asks customers who buy from a retailer’s website to rate the product they have just bought, along with the whole buying experience, from customer service to delivery time and whether they’d recommend the retailer. This also allows retailers to deal with problems customers may raise and improve their overall customer service.
Reevoo’s research shows that 58% of consumers now search for online reviews before buying from a retailer they don’t know. Meanwhile its data shows people who read service reviews are more likely to buy.
High spenders are more likely to abandon their baskets than low spenders – and to do so when there are incomplete customer descriptions, according to IDC Retail Insights 2010. Some 70% of customers say they go from one abandoned basket to another ecommerce website, while 90% would always abandon an online store that left them dissatisfied.
Richard Anson, founder and chief executive of Reevoo, said: “Retailers need to engage in meaningful ways with their customers in stores, online and over the phone. Reevoo Reputation allows retailers like Best Buy to be part of the discussion and prove, right there on their site, exactly how highly rated they are for their service and it also enables them to nip in the bud any problems that might occur for the occasional unhappy customer.
“A great reputation allows retailers to switch customer focus away from price and to differentiate themselves on their quality of service – something which Best Buy is already resoundingly known for.”