How Bensons For Beds Optimised Its Digital Customer Journey
increase in review requests to customers
views of business listings generated over a two-year period
point increase in Net Promoter Score (NPS)
star rating for the group
Overview
As Great Britain’s largest retailer of beds, mattresses and bedroom furniture operating across 170 locations, Bensons for Beds sought a solution to manage customer feedback and improve the brand’s online reputation.
By partnering with Reputation, Bensons for Beds has been able to improve their online reputation and attract more customers. With the help of Reputation’s advanced technology and strategies, Bensons for Beds has seen a significant increase in positive reviews and overall star rating on popular review sites.
Need
- A customer-focused survey programme to help improve their service offering and drive repeat custom into their stores and online
- Drive an increase in the volume of customer feedback and grow each sites review rating
- Gather and understand the feedback being left on third-party sites; including Google, Facebook and Trustpilot
With Reputation, Bensons for Beds is requesting 297% more customer reviews annually.
Decision
- Designed and deployed a full customer-focused survey programme around each customer touch-point
- The ability to link surveys to the ‘Review Booster’ technology to drive up review volumes and increase online visibility
- Engage key stakeholders responsible for each customer touch point to improve visibility and reporting capabilities
Outcomes
- 93% of all inbound feedback is positive
- Bensons’ are requesting 297% more reviews annually from their customers
- Business Listings have generated over 26m views over a two-year period
- Listings views are up over 2,000% during H2 of 2020
- 30pt increase in NPS Score
Transform24 Europe
Ensuring Brand Promise Delivery: Strategic Execution from Consumer to Boardroom
In this insightful panel discussion, Gavin Chappell, Chief Operating Officer at Bensons for Beds, delves into the company’s commitment to their brand promise of ensuring a better night’s sleep. Alongside leaders from other brands, Gavin offers valuable perspectives on maintaining high customer satisfaction through continuous improvement and strategic alignment with the brand promise.
Reputation Score
Bensons for Beds adopted Reputation’s proprietary Reputation Score to monitor, understand and improve its overall brand health. Now, the brand’s Reputation Score sits 109% above the industry average for the retail sector.