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Graham Awards

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Purplebricks wins award for the quality of customer reviews

Purplebricks - which for some years has been the focus of controversies over reviews - has been given a prestigious award because of its “genuine reviews and insights.”

The company giving the award, Feefo, says Purplebricks has “excelled despite the massive challenges of the pandemic.” It’s the third year in succession the agency has won, giving it Platinum status in the Feefo rankings.

Purplebricks’ reviews have been mired in controversy since the agency launched. In September 2019 the tech publication WIRED conducted an in-depth analysis of Purplebricks’ reviews on the Trustpilot site and suggested the agency may be ‘gaming the system’. Purplebricks vehemently denied the suggestion, although at the time Trustpilot said it would investigate the way the agency reviews were gathered, as a result of the article.

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But now a statement by rival Feefo says: “Trusted Service Awards are only given to those businesses that use Feefo to collect genuine reviews and insights. Each must meet the required high standard, based on the number of reviews collected, and their average rating. This is a unique reflection of commitment to customer experience, relying purely on verified interactions with real customers.”

To qualify for the award, a business must have collected at least 50 reviews rated between 4.0 and 4.4 our of 5.0 between January 1 2019 and December 31 2020.

Purplebricks’ chief marketing officer Ben Carter says: “We’re so proud to receive this Feefo Platinum Trusted Service Award which reflects the consistently high ratings customers have given us over the last three years. 

“In particular, we’re delighted that our customers received such a high-quality service throughout 2020, when our model became more relevant than ever. This award is a huge pat on the back for our hard-working teams and everyone at Purplebricks as we continue to deliver on our mission to make every move amazing.”

Other winners this year include the Charles Tyrwhitt clothing company, Jet2Holidays and the online trading store Not On The High Street.

“The Trusted Service awards recognise companies that provide genuinely outstanding customer experience” says Steph Heasman, director of customer success at Feefo. 

“But this year has been like no other and it’s only right that we recognise the businesses that excelled despite the massive challenges of the pandemic. To win a Trusted Service Award in this context demonstrates incredible performance and is a real badge of pride for any company.”

 

Purplebricks has long been in dispute with another review service, AllAgents, over the validity of reviews carried on that site - as you can see here, many of them are far lower than the reviews found on Feefo.

The WIRED article remains online and can be read here.

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    Yawn, these awards face becoming obsolete as they are just too simple. Fill out a spreadsheet , auto send to 50 people (I'm sure even PB have 25 happy transactions) and pronto. Investor backed companies can even finance someone just to chase up reviews.

    Speak to clients in your local area that will give you a true depth to their customer service.

  • Algarve  Investor

    Whatever happened to Trustpilot? Or AllAgents for that matter? You don't hear them mentioned anywhere near as much anymore.

    Maybe review sites, from a property perspective, are just out of fashion. I've always been dubious about their validity. If an agency has only glowing five-star reviews or, conversely, only damning one-star ones, I'm instantly suspicious.

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    Must be why their market share is so high...oh wait.

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    Lol

  • Samantha Sullivan

    Heaven forbid if you get a 1 star tagged to your name due to the useless solicitors and poor service from post sales. Those genuine reviews get 'turned around to 5 stars' by refunding the customer the full income the agent had, despite it not being anything to do with them!!!

    How many cases would you like as evidence? Shame the 1 stars don't stick.

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