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Purplebricks - now it links up with second customer review service

Purplebricks is to work with respected review website Feefo - in addition to keeping its controversial existing link with Trustpilot which carries 31,000 reviews of the agency.

An announcement from the agency this morning says 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”. 

Feefo works with over 4,000 companies across the world and varies from Trustpilot because it handles only known past customers.

Purplebricks says it 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 what Purplebricks calls "invaluable customer insight and build on the excellent service its people deliver for customers on a day by day basis." 

“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” says Michael Bruce, croup chief executive of Purplebricks.

“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” he adds. 

Earlier this week Estate Agent Today revealed that Purplebricks and website allAgents had failed in their bid to reach agreement over the accuracy and source of a series of disputed customer reviews.

In September AllAgents, for the first time ever, suspended Purplebricks because of what it described as "repeated threats of legal action forcing the removal of negative reviews from our website”.

Purplebricks disputed the accuracy of at least some of 71 reviews on allAgents, which produced a very different picture of the agency than that which comes across from its reviews on the Trustpilot site.

  • Jon James

    If get told what you don't want to hear - just move somewhere else. Another PB masterstroke.

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    “Constantly looking at ways to improve the customer experience”. I’ve got an idea ‘why not do your own sales progression instead of expecting all the proper agents to do it?’

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    Out of the frying pan... Walk away from one solution that has been found wanting to another that offers them what they need - to be able to pick and choose when and who they invite to post a review. The only credible solution to reviews is Google (and they are by far the most visible) - any company using a reviews site is, by definition, looking for a way around that (and therefore opening themselves up to criticism - and rightly so).

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