Like most of us I’m sure, I rarely buy anything online anymore without reading the reviews. We’ve all got used to checking products before we buy and, thanks to the transparency of social media, it’s easy to gauge the general level of customer satisfaction with any business fairly instantly.
As a supplier, online reviews obviously serve as a constant reminder of just how important every single customer is to the success and reputation of your business. It used to be said that a satisfied customer would tell two or three people about his experience while a dissatisfied customer would tell 20, but the internet has magnified that many times over.
Mila’s products are sold online through a variety of third party websites – including Travis Perkins and Screwfix. Our digital marketing team regularly monitors these to track our performance and it’s reassuring to know that the vast majority of the many hundreds of reviews we receive every year are very positive.
A quick scan through the Screwfix website, for instance, shows that, with the exception of one product which has been wrongly labelled online, our products listed on there are have all got 4 or 5 star ratings.
Some customers have even taken the trouble to leave comments which is actually proving really useful to us because it comes direct from the field. Interestingly, one new review on our TS007 two star ProSecure door handle shows just how much public awareness of the TS007 ratings is growing. The reviewer wanted to know why we only put the Secured by Design logo on the exterior of the handle as a deterrent to would be burglars rather than the two stars and our accompanying Kitemark as well. When we designed the product, we took the view that the SBD logo was more recognisable in terms of security, but it’s reassuring to know that customers really do value TS007 and the Kite as well.
That customer did rate the handle 5 stars though, saying that they have a great quality feel to them and are great for the money so I think our reputation is safe with him!