The Power of Customer ReviewsBen Clarke-SmithHead of Customer Success

are you listening comfortably?

Trusted conversations

Complete coverage

No lengthy questionnaires

At the right time

To the right people

Reviews influence 89% of purchasing decisions

Source: BrightLocal Consumer Report

Customer feedback has changed

Online or instore

Desktop, mobile or tablet

Text, pictures and video

24hrs a day, 7 days a week

Categorised

Quantified

100% verified

95% of unhappy customers would return

Source: National Association of Retail Marketing

Clarity of insight

Actionable insights

Automated reporting

One to one

One to many

Trend analysis

Customer profiling

Understanding

72% say positive reviews increase trustSource: BrightLocal Consumer Report

Feefo Machine Learning

Supporting Expedia to understand and engage at volume

63,000 monthly reviews

12,600 detractor comments

2,520 actioned

16 languages

10 staff

Learning

Automation

Personal

Logic

Sentiment

System View: insight tags

System View: automated responses

Impact of machine learning:

Tagging:

All feedback = 394 days

Tagging & Responding:

All feedback = 919 days

That’s 2.5 years of office hours per month

Saved

“In this age of Big Data, organizations that can realize value from their data assets faster through advanced analytics such as machine learning will become winners and others

will be left behind.” Martin Hack, Skytree