In an announcement to the Stock Exchange, Purplebricks today unveils a new partnership with customer review site Feefo, which will go live in the New Year.
Purplebricks currently has over 32,000 reviews on Trustpilot, scoring an average 9.5 out of ten.
The move to a second review site comes after controversy: Purplebricks has constantly underlined its excellent reviews on Trustpilot but has simultaneously faced challenges. For example, some critics have been vocal about the stage at which some reviews are posted, seemingly at a very early stage in the customer relationship.
Feefo has a business model by which customers are invited by Feefo itself to post up reviews after they have purchased, with the supplier having no control over these reviews, whether good, bad or indifferent.
Purplebricks has also been at loggerheads with industry reviews site allAgents, which it accuses of having hosted both fake reviews and some that cannot be authenticated.
Purplebricks also closed down the ability to post reviews via Facebook, with a spokesperson saying this was done because the facility was being abused.
Today, Purplebricks says its new Feefo partnership will “provide customers with even more opportunities to review the Purplebricks’ service” and that it will give customers choice as to how they feed back.
Its statement goes on: “Feefo is widely regarded as being transparent, independent and secure, and is trusted by consumers as a vocal advocate of honesty in the reviews industry. It is only available to genuine customers, who are provided with a unique review link, ensuring only authentic reviews.
“Feefo works with over 4,000 corporate customers internationally, including many leading online and high street consumer brands, and helps consumers to make more informed decisions about what to buy and who to do business with.
“Purplebricks is currently working on implementation and integration with the Feefo service and will launch early in 2018.
“It will remain in partnership with Trustpilot and the information gleaned from both review websites will give Purplebricks invaluable customer insight and build on the excellent service its people deliver for customers on a day by day basis.”
Michael Bruce, group CEO of Purplebricks, said: “Purplebricks takes customer feedback seriously and we are constantly looking for ways to improve our customer experience. Since our launch we have always embraced the independence and integrity of customer reviews to assist customers in their decision making.
“Partnering with Feefo demonstrates our commitment to growing customer trust and it is another step towards greater transparency in estate agency. Customers and brands alike trust Feefo because they know Feefo reviews are the real deal.”
Andrew Mabbutt, managing director of Feefo, said: “Our innovation is critical to the success of any business that values its relationships with customers and wants to expand.
“We look forward to working with Purplebricks, providing trustworthy customer insights to help it increase traffic, enhance transparency and help it grow.”