DM Halls customer satisfaction soars with thousands of Trustpilot reviews
Author
Caroline Wayte
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By gathering regular weekly feedback from homeowners who have purchased a Home Report or EPC from the firm, DM Hall has been able to grow its customer reviews from 253 in 2020 to over 3000 in April 2024.
“Consistently high Trustpilot scores reassure potential customers that DM Hall is a dependable supplier of home reports, with approachable staff who will guide you through the whole process.” said Caroline Wayte, the firm’s Marketing Manager.
“With a long-standing star-rating of 4.8, we are grateful to our customers for taking the time to tell us more about their experience. Every review is meaningful, whether it is positive or negative, and a star rating combined with comments provide invaluable insights for us as a business. Frequently homeowners mention factors such as great customer service from start to finish, fast response times and respectful consideration for their home. And while this is an everyday process for our staff, making the time to explain the process and answer queries, seems to make all the difference.
“Given that our customers have taken time out of their day to leave a review, it is essential that each reviewer receives a personal response – usually within a matter of hours, and certainly within the business day.
“Replying quickly shows that we’re listening and demonstrates to those considering using our services that every member of the DM Hall team is committed to providing exceptional service, from the first point of contact to the last.
“While 98% of customers have a positive experience with DM Hall, there are, of course, occasions when things could have gone better. The less glowing reviews are often opportunities for real improvement, and reviewers can be reassured that these reviews reach the appropriate team quickly.”
Up until 2020 DM Hall, ran a limited Trustpilot account, resulting in a small number of customer reviews, despite the firm providing services to thousands of homeowners across Scotland every year.
With numerous studies confirming that online reviews are consulted more than ever, the firm decided to provide proof of great customer feedback by investing in a paid Trustpilot subscription.
The highly positive feedback received has confirmed the firm’s belief that customer satisfaction data is essential for building trust, highlighting improvements, and setting the company apart from the competition.
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