Blog

The customer experience is what really counts

Repair to corian worktop

Nowadays more than half the adults in Britain, that's around 25 million people, annually consult online review websites before making a major buying decision.

We all like to be reassured that we are making a good decision when purchasing products or services and nowadays more than half of the adults in Britain,that’s around 25 million people, consult online review websites before making a buying decision on what to buy, where to eat or what services they should use.

In any service industry, it’s even more important for people to quickly view the level of professionalism and customer service that they can expect. With restoration works often resulting in customers inviting an individual into their own home, researching the experiences of others is of utmost importance.

We are all used to checking the reviews of businesses and products and it is reassuring when we see that others have had a good experience, the reviews regularly influencing our buying patterns. 72% of customers report they won’t use a business or purchase a product if they can’t find evidence of past performance. It’s understandable that individuals are seeking trust and reassurance with any product, the process is now a part of everyday life.

We are delighted to report that The Plastic Surgeon has maintained a 5 Star rating throughout 2019, reinforcing our position as the UK’s number one choice for damaged surface repair and restoration services.

The use of a trusted review platform like Feefo has provided our customers with the assurance that we haven’t deleted or censored the real experience. What you see is what you get, a trustworthy reflection of the true customer journey.  People are seemingly finding the reviews useful and since the introduction of the trusted reviews platform, our website enquiry rates have increased by 27%.

Everything was first class from start to finish.

We were kept informed of every stage of the operation

December 2019

It is important to admit that in the real-world things do occasionally go wrong, often they are beyond anyone’s control; van breakdown, staff sickness or bad weather may prevent the completion of works. However, as a team, we are keen to learn from every experience, that’s why we commit to promoting an honest appraisal of our customer experiences.

Thank you and your staff for a professional service and great repair!

It's good as new. It is good to know you guys do what you do if we ever have any issues in the future.

November 2019

“It is a great testament to the level of workmanship that we provide, that customers can assess our past performance, make an informed decision and still be pleasantly surprised by the quality of the service they receive” said Gary Danson, Operations Director at The Plastic Surgeon.  “We pride ourselves on providing a high level of customer service and the comments that we receive are a positive reflection on the efforts of the entire team, from customer services through to the finisher on site”.

We are thrilled that our team has maintained our 5 star rating and appreciate the time and effort that our customers have taken to write a review so that others are able to book with confidence, safe in the knowledge that our staff will carry out the work to a high standard.