How the client benefited
The supplier was alerted to a negative review, and with Kerfuffle's help resolved the issue, preventing customer defection.
Kerfuffle's proactive review service gave the supplier enough reviews to prevent a dissatisfied customer from skewing the supplier's overall score
Kerfuffle's proactive review management created timely alerts around the supplier's customer dissatisfaction.
Kerfuffle discussed the issue with the agent and agreed a solution. Supplier implementation increased customer satisfaction.
Our strategy
A key part of what we do at Kerfuffle revolves around reviews that are left for suppliers by agents.
Sometimes those reviews are fantastic and on occasion, the reviews might be less positive. This supplier had received a number of reviews that were more critical. When this happens, we like to see our role as being able to help both supplier and agent better understand each other so that we can use the review as a learning opportunity.
In this case, our service consisted of:
1. Talking to the agent to find out where things had gone wrong.
2. Relaying this back to the supplier and getting their perspective on this feedback.
3. Identifying where things could be easily improved by the supplier to help the agent better use their product.
4. Creating an action plan for the supplier to follow to implement some new processes that will help to improve their service.
5. Liaising with the agent to ensure that they were happy with the steps taken to improve both the supplier service and the review.
By working together with our suppliers we can help rectify issues before they become so destructive the agent wants to change supplier.
Sarah Blair
Group Operations Manager
Prior to joining Kerfuffle I worked for a leading EDM provider for seven years, working with many estate agents across all areas of email marketing. My official title when joining was Kerfuffle...View bio
