Waterfords welcomes review culture with Trustpilot
Waterfords, which has branches in Camberley, Chobham, Fleet, Yateley, Sunningdale and Farnham, has introduced an independent review system to offer consumers complete transparency over its service. In just 6 weeks, the company has received 70 reviews and has an average 9 out of 10 rating.
Following continued business growth with the opening of another branch, as well as the launch of its Customer Contact centre last year, which ensures customer phone calls never go unanswered, the decision was taken to find a suitable method in which the customer journey with Waterfords could be measured. Sophie Brooks, Marketing Manager at Waterfords, said “We’re confident that we do all we can to offer exceptional customer service, evident by the plethora of gifts, thank you cards and glowing testimonials our branches receive which we regularly post on the Waterfords website. However, we appreciate that any company can post a positive testimonial, but what about when something doesn’t go according plan? We wanted to go one step further to offer complete transparency and guaranteed authenticity to any new customers interested in using our services.”
Trustpilot is an independent dedicated review site which imposes strong guidelines, coupled with manual and automated processes to ensure complete trust in online reviews. Genuine reviews written by consumers are published instantly without censoring, and Waterfords has the opportunity to openly reply to them.
To launch Trustpilot as their official review system, Waterfords has been running a competition inviting past clients, who exchanged within the last year, to write a review in return for being entered into a prize draw to win £100 Love to Shop vouchers. Congratulations to Mr Martinez who left 5-star review after purchasing a property through Waterfords’ Camberley office.
Mr Martinez’ review says:-
“We purchased our house in September 2015 and completed in November (yes, of the same year)! The whole process was smooth with the agents always polite and professional. Where we had things to chase up with the vendor, they were quick to respond and always kept us well informed. We had a minor hiccup on our end along the way which we sorted quickly and during that time they were understanding and didn’t pile on any pressure. Great team, would recommend!”
Managing Director of Waterfords, Brendan Cox, says the introduction of the scheme has had a positive impact on everyone, ensuring customer service is even more of a priority than ever before. He comments: – “We pride ourselves on being upfront, honest and changing the perception of estate agency and want to prove that we really do go above and beyond for our clients. Giving all customers the opportunity to review their experience, good or bad, allows us to invest in further training for our staff in areas that our customers sometimes feel let down. The only way to do this is to be completely transparent and let our customers give us honest and constructive feedback. If we know how our customers truly feel, then we can only go from strength to strength by putting improvement plans in place.”
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