With Feefo having recently awarded the Trusted Merchant accreditations to merchants that met the customer-generated criteria, it has been an interesting time for users to appraise how feedback plays a role in providing business intelligence and enhanced engagement with their customers. The Made Simple Group provide an array of product and service solutions to start-up companies and small businesses.
Offering everything required to get a business up and running and an impressive list of partners, the portfolio of brands that make up the group continue to meet and exceed the expectations of customers. With service as a key brand value, having a platform to listen and engage with customers has been important for monitoring and assessing their performance. It has also provided key insights on how to enhance the customer experience.
“At Made Simple, a predominantly online business, where not all of our customers get to meet us face to face – we have always placed a huge emphasis on the importance of service excellence. Dedicated to continuous improvement, we regularly undertake ‘mystery shopping’ across our range of online business solutions – and have always undertaken some form of regular customer feedback via surveys. However, whilst we always had great engagement from our own surveys there’s always the question of ‘trust’ if all you see on a website are ‘too good to be true’ stories. Therefore, our desire to get a totally independent view of our service levels led us to working with Feefo.”