Joint electricals venture provides customers with ability to publicly rate its superior service performance

Joint electricals venture provides customers with ability to publicly rate its superior service performance

Best Buy UK has added Reevoo Reputation’s independent service reviews to its e-commerce website so customers can rate Best Buy’s ‘service performance’ as well as the products they purchase.

Best Buy, which differentiates itself on providing the best possible service, said that displaying the results gives customers, who have decided which product to buy, the confidence to complete their transaction on its UK e-commerce site.

Pat Foley, head of online operations and customer experience for 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.

“Using Reevoo Reputation we’re able to receive instant feedback from our customers, which allows us to make improvements to our business just as quickly. In doing so, we are also meeting the expectations of consumers who, nowadays, expect to see that type of socially sourced information before they commit to buying.”

Building customer trust, confidence

Reevoo said the presence of its Reputation service reviews on a retailer’s website can provide measurable benefits, helping to gain consumers’ trust, reduce basket abandonment and increase conversion, as well as providing a way of fighting downwards price pressure. Research carried out last year by YouGov found 81% of online shoppers use reviews in their decision-making process.

Measured across all online retailers, basket abandonment accounts for 20%-60% of incomplete sales, with high-spenders more likely to abandon than low-spenders. However, Reevoo’s own data shows that readers of service reviews have been shown to convert at a 123% higher rate. Recent research commissioned by Reevoo also suggests that 58% of consumers now search for online reviews before buying from a retailer they’ve never heard of.

Using Reevoo Reputation, service reviews are proactively sourced from anyone completing a transaction on the participating retailer’s site. Customers are asked to rate not only the product they have purchased, but also their buying experience – including customer service, delivery time, and whether or not they’d buy again from the retailer. Using Reevoo also enables retailers to clear up any issues on the spot, helping to improve customer satisfaction.