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Best Buy seeking to improve consumer purchase confidence with service reviews

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4th Aug 2011
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Consumer electronics retailer Best Buy has introduced independent service reviews to its ecommerce site, enabling customers to rate the firm’s service performance as well as the products they purchase.

The initiative, which employs Reevoo Reputation to solicit the consumer reviews, is designed to improve customer confidence in completing a purchase after deciding on a product.
Research by Reevoo Reputation suggests that readers of service reviews convert at a 123% higher rate. It also suggests that over half of all consumers now search for online reviews before buying from a retailer that they have never heard of.
Pat Foley, head of online operations & customer experience for Best Buy UK, said: "By displaying independent service performance reviews and comments about delivery, customer service and whether other customers would buy from us again, we continue to be an open and transparent retailer, thereby building further trust in our brand.
"Using Reevoo Reputation we’re able to receive instant feedback from our customers which allows us to make improvements to our business just as quickly.  In doing so, we are also meeting the expectations of consumers who, nowadays, expect to see that type of socially-sourced information before they commit to buying."

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