Word of mouth has always been crucial, and online reviews have become the most important form of it. But what do you do when you don’t have a strategy for maintaining or improving them? Britex Carpet Care identified a significant gap in their online reputation management, with thousands of reviews across major platforms like the Bunnings website and ProductReview.com.au, often criticizing the quality of their machine. Ironically, the machine itself is fantastic—negative reviews were frequently due to poor experiences at the hire desk or issues with individual machines.
To address this, Britex launched a comprehensive customer sentiment research project, encouraging users to share their genuine feedback. Once reviews were received, they identified the negative ones and reached out directly to resolve any issues.
The Faith Agency was brought on board as their website developers and managers to help implement a new online review platform for the Britex website. By leveraging leading software provider Bazaarvoice, reviews left on the Britex website would sync across to the Bunnings website, and vice versa.
Bazaarvoice’s platform integrates seamlessly with existing systems but required significant development expertise—something our digital team excels at. Whenever issues were identified, whether by Bazaarvoice or Britex, our team was quick to resolve them.
Typically, implementing a review platform takes up to four months, but we completed it from conception to go-live in just four weeks. This swift execution is a testament to Britex’s management and The Faith Agency’s dedication and proactive web development skills.
And the results? Over 200 new reviews were received in a single weekend thanks to the latest customer sentiment survey. With ongoing efforts across organic social media, creative campaigns, and potential integration into our eDM and SMS strategies, we anticipate even more growth in review numbers.
For more information about our web development capabilities, from implementing off-the-shelf solutions to custom app development, contact our team today.
