Cofidis was founded in France in 1982 as a distance financing company and then developed in Europe as an innovative player in consumer credit, thanks to the union with the mutual bank Crédit Mutuel Alliance Fédérale which became the majority shareholder of the Group. Cofidis Italia, an innovation leader in consumer credit and payment solutions, is a benchmark for commercial business growth and customer satisfaction; In fact, it stands out for an improved and innovative business model and unique products for the Italian market. The company, based in Milan and with management volumes of 900 million euros in 2019, is recognized as a leading financial player in distance sales and through partnerships with commercial distribution, banks and financial institutions. Today, with more than 10,000 retail partners and their 35,000 points of sale, with the cooperation of more than 500 bank branches, more than 1 million transactions managed in 2019, Cofidis is even closer to those who count on valid help every day.
When a customer’s savings, investments and expenses are at stake, however, there is another key factor for people to rely on online financial solutions with confidence and without fear: trust, which is earned by building credibility. For this reason, Cofidis believed that it was necessary to find a way to express the opinions of customers, showing the satisfaction of those who had used their services. By earning the trust of customers and demonstrating it, Cofidis builds credibility around its image, its work and its offered services.
According to a survey conducted by London Research in collaboration with Trustpilot in 2019 (in English), there are mainly two elements that users consider when looking for a safe and reliable solution that adapts to their financial needs: The company’s website and his reviews or ratings.
Just to get comments and opinions about the services offered and then present them on the website, Kofidis relied on Trustpilot. The company not only uses TrustBox widgets to share the reviews it receives on the website’s homepage, but also takes advantage of the tools available from the platform to share the trust score both on the website and in marketing campaigns. Furthermore, Kofidis finds the ability to send direct messages to customers particularly useful. Seeing the opinion of other consumers who have trusted Cofidis reassures those who are still considering the option of turning to the company for financial assistance. It’s no surprise, then, that London Research found this Reading positive reviews on a financial service helps nearly 80% of Italian respondents make a final decision.
All such reviews expressing criticism and doubts about the company’s work are brought directly to the attention of Cofidis customer service, which is focused on the overall improvement of the business.
“Reviews also help us gain deeper insight into customer perceptions of our services. They also help us understand strengths and areas for improvement within our customer journey and after-sales support.”
Federica Anselmo
Digital Marketer at Cofidis
Promoting and displaying satisfied customer reviews is not limited to the Cofidis website, but also extends to social media. In particular, the company’s Facebook page saw a noticeable improvement in interactions with users. This significant change, Cofidis explains, happened thanks to the tools available from Trustpilot, first of all the image generator that allows you to embed customer reviews in posts and photos intended for the company’s social channels.
The data collected in the survey by London Research finally showed a certain mistrust on the part of customers, both existing and potential: around 80% of Italians surveyed said that their trust in financial services in the last three years has decreased or remained unchanged .
It is therefore clear that, both for Cofidis and for other companies whose offered services are based on a relationship of trust, demonstrating their reliability and the level of customer satisfaction is now more necessary than ever to secure the future of their business . In a digital climate of suspicion and caution from customers concerned about their financial health, displaying customer opinions and reviews on a company’s website and social channels has proven to be a successful move to build – if not strengthen and consolidate – customer trust in services offered by Kofidis.