The most important part of any business is its people and customers. So a few months back we set up our customer review system to put our customer and client base in the drivers seat. We wanted to hear back from customers’ personal experiences with Conroy – whether they were excellent, average or simply indifferent.
So far the results have been amazing:
- In New Zealand we have heard back from over 390 clients with an average star rating of 4.4 out of 5
- In Australia we have heard back from over 260 clients with an average star rating of 4.3 out of 5
Our team is evolving in our thinking and we now understand the importance of transparency and the power of online customer review for prospective customers who seek information on the Conroy brand and service. Through this process we also recognise the importance of customer identity and openness in the review feedback.
So our Facebook pages now have a review system in place. This adds another layer of credibility to the review process where complainers and supporters can’t hide behind anonymous usernames and the team at Conroy can interact with customers in a valuable and engaging way. Moving forward we want to explore social customer review in more depth.
Think about it: lets say your planning on moving from Uluru to Sydney, and your friend, lets call him Ando, had done the same a few months back. He moved the contents of his home and all went well and you find his review on our Conroy Facebook page.
Rather than sift through countless reviews from complete strangers or pester Ando on his moving experience you have a trusted and personal review from your friend right there for your convenience.
While we try at every stage to minimise bad reviews we also appreciate that our company is run on a day-to-day basis by human beings. Mistakes can be made but we work hard to reduce them and improve the experience for our customers whatever the situation.
A few bad reviews among the rest of the good reviews can reassure our visitors that the feedback is indeed genuine and left by real customers by an engaging and customer focused company.