It was important for us to gain insight into the customer experience beyond what happens in the store, especially as we had just worked to expand the reach of the delivery service.
We also liked the fact that review invitations were only sent to verified customers. It helps us to really hear the views of those who otherwise just click to order online. It helps create an interaction.
By far the biggest pro for us was being able to see the part of the customer experience that we are not a part of (at the time of the celebration – the eating of the cake!).
As the reviews come in, you can really see the trends in the day-to-day experience. It was a great way to let us know about potential problems our customers might be experiencing.
Our page is also frequently reviewed by staff not only at head office but also in store, so it really opens up the customer experience for everyone.
It was great to hear from so many people who have been buying cakes from Lola’s for years and years – they are an important part of our business and hearing about their experiences helps us to strive to provide better and better service for them every time.
It’s their testimonials that we feel stand out the most on our Trustpilot page and help show new customers – or new potential customers – that we’re not only trustworthy, but also delicious.