Being from a family of retailers, one of the first things I learned was that the customer is always right. I didn’t understand the importance of that sentiment back then. But looking back, it’s probably the most important lesson I have ever learned.
Starting Out With Customer Reviews
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During the summer of 2016, we started using TrustPilot to get independent and trustworthy customer reviews. About a year later, our score is 9.5 out of 10 stars — and we’re elated about having happy customers.
It wasn’t always a success story. When we first implemented TrustPilot, our score was just 8.7 stars. That made it clear to us that we needed to focus more on our customers and their satisfaction.
Data from TrustPilot shows our daily score, with a low score of 8.7 in September 2016 and a high of 9.5 in July 2017.
How We Used Customer Reviews to Improve
When reading the customer reviews, we identified quantifiable trends so we could pinpoint the problems and track our progress in those areas.
The areas that our customers identified as important were:
- Speed of service
- Quality of service (graphical quality)
- Personal service/communication via email and live chat
- Web online service (the usability of our website)
What We Learned
We manually analyzed and scored the reviews. The result was both staggering and wonderful. The two most-commonly commented-on topics by dissatisfied customers were personal service and our website.
Looking further into these issues with in-depth customer interviews, experiments in customer service, Google Analytics and heatmaps, we found that:
- when providing personal service via email and live chat, we need to ask for clarification until we understand what our customers expect and need from us.
- making a user-friendly website is more important than our rankings in search, and we need to understand our customers’ needs to create truly good usability.
From the insights we gathered through interviews, data collection and experiments, we further created an ideal customer profile.
We named our customer profile Joe, and Joe expects speedy, high-quality image-editing services at the right price. Joe serves as a pre-testing profile for our service — what would Joe want us to do?
Redefining Clipping Path India Service
Late 2016, we began redeveloping our website and redefined the way our team handles customers. When tackling both areas, we always repeated the mantra,
Let’s make Joe happy!
As a result, we now have a new website that’s much easier to use.
We have experimented with live chat on our website (and will continue to do so). Our customer service team is able to address customer needs more quickly. By refocusing our energy into delivering the best service, we have only had two unfavorable reviews related to these areas. In the last three months alone, we’ve received just 11 reviews with fewer than 5 stars and two reviews lower than 4 stars.
Furthermore, we have found that by using our ideal customer Joe to help us focus on the problem areas, customer satisfaction has improved across all areas.
We’ve been able to rethink how we provide customer service and how we design our online services.
Having improved on some areas, we can now turn our attention to solving other issues, such as how we approach our pricing structure and how we communicate different levels of graphical quality.
To keep improving, innovating and anticipating our customers’ needs, we’re committed to considering every piece of feedback we receive. From that, we will study and analyze how to improve the customer experience and the value our services provide.
Thank you to each and every one of our customers who have provided feedback through reviews, interviews or any other channel. We appreciate it, and we want our customers to know that we do care and the feedback does make a difference to your experience and the experience of all of our customers.
Thank you for helping us continually improve!— If you are happy, we are happy.”
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