Sofa, flooring and furniture retailer, ScS, has become the first UK furniture retailer to reach 100,000 Trustpilot reviews - just the tenth UK company to reach this achievement.
ScS put a video together to celebrate this milestone:
Laura Whiting, Digital Content Manager, confessed that ScS uses Trustpilot to connect with its customers more.
“We hear directly about their experience with us via the Trustpilot review platform. This enhances the conversation post-sale and gives us greater insights into particular areas of the customer journey.”
Since ScS started using Trustpilot, the team has been able to figure out which parts of the buyer’s journey stand out, and which ones need more work. Analysing external feedback and turning it into customer insights has helped the business optimise and improve the whole customer journey.
In addition to using Trustpilot reviews to reward staff, ScS also leverages its TrustScore to increase conversions.
“Our reviews subsequently help to qualify higher-funnel buyers - those in the research stage who are deciding where to buy. Seeing our average 9.2 score and our excellent rating helps that audience trust us more, and subsequently helps us to convert those researchers into customers
“Using Trustpilot has also helped us to enhance our brand reputation; our customers can see the volume of positive reviews and hear first hand about other customers’ great experiences”
Keep up the good work ScS!
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