--Joanne Morley, Head of Marketing, Hermes
myHermes is one of the leading online delivery solutions in the UK for anyone wanting to send a package or parcel. Like many companies with a strong digital presence, they rely on high volumes of positive online reviews to
myHermes had a vendor managing ratings and reviews for them, but when Joanne Morley, head of marketing, found out that ForeSee had an offering that could achieve higher volumes of better reviews, she was intrigued.
“My incumbent vendor was up for renewal, so I evaluated them, one other vendor, and ForeSee Ratings Plus,” says Joanne. “It made a lot of sense for me to use a team I already trusted and a process that was already in place--my web and email customer experience surveys with ForeSee. It feels natural to keep my entire VOC program in one place.”
“Implementing ForeSee Ratings Plus couldn’t have been easier,” says Joanne. “It was a matter of just turning it on, and huge volumes of reviews just started pouring in. We went from 5,000 reviews to 50,000 reviews in the same time frame because we were able to leverage our ForeSee survey instead of sending a separate email.”
High-end retailer carrying the luxury brand's apparel, handbags, scarves & other accessories.
With the increase in volume came a natural increase in star ratings--myHermes jumped from a 3.4 star rating to a 4.1 rating. Lower volumes of reviews often lead to skewed results as highly dissatisfied customers can easily be disproportionately represented. Many companies see average ratings go up when they increase the number of reviews they’re collecting.
Once the volume of reviews and the star rating both improved, myHermes started using the star rating in paid search ads, which is where the real ROI was immediately apparent. “With the higher star rating in our paid ads, our PPC went down and our conversion rate went up,” says Joanne.
Any company in any B2C industry can benefit from higher volumes of better reviews. To learn more about ForeSee Ratings Plus, contact your ForeSee representative or visit Join now