Free Customer Feedback Service: Feefo Review

Posted on Wednesday, January 28th, 2009 at 2:46 pm.

I am trying out a new free customer feedback service that provides an independent, unedited source of evaluations from my customers.  I can display this feedback on my website, helping to build business trust and credibility as part of my marketing strategy. And of course it provides a valuable feedback loop as part of my process of continuous improvement of the business.

Feefo is a  customer feedback tool being used by household names like the BBC and Charles Tyrwhitt, as well as number of small businesses ranging from retailers to service providers.

The customer review process is quite simple:  I provide Feefo with all the email addresses of my customers and details of what they bought.  Feefo invites them to provide comments that will be published, unedited, on the Internet.  I have undertaken to give Feefo all my customer addresses (not just those who I think will say nice things!) and also understand that whatever the customer says, good or bad, will appear in my reviews. And finally, I do have the ability to reply to comments as appropriate.

Best of all, Feefo keeps the evaluation process short and sweet, with just two questions:  provide a rating of your product and give a comment.  Keeping it simple seems to work well.

It is a British company, and they have been very helpful in providing support when it was needed.  I think there are some areas that still need refining, for instance the icons aren’t particularly intuitive, and the reporting is a bit ropey, but I have the impression they are open to suggestions and constructive feedback.

The first question is an open ended box to write in comments. I have used Feefo’s very simple editor to write the introductory text:

Feefo can take automatic notifications of the details of your sales direct from your website, in much the same way you send details of your sales to your credit card payment processing provider.  Alternatively, you an upload the details of your sales by creating a simple file using a spreadsheet.

It is a free service, provided you only need 100 feedbacks per month. If you require more feedbacks, or want to customise the service, then they provide the Pro version.

Be sure to take a look at my article discussing the value of customer reviews as part of your Internet marketing strategy.

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