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Purplebricks wins Feefo award despite questions over its online reviews

Agency's CEO is delighted by customer service gong given to his company a week after its Canadian arm was caught paying for positive online reviews.

Nigel Lewis

Just four months after allegations in tech magazine Wired that Purplebricks has in the past ‘gamed’ its online reviews, the hybrid estate agency has been given a customer service gong by reviews website Feefo.

Described as ‘an independent seal of excellence that recognises businesses for delivering exceptional experiences as rated by real customers’, it is the second year in a row that Purplebricks has won the plaudit.

Nevertheless the award in controversial. As well as the investigation by Wired magazine, last week it was revealed that in Canada its local marketing department was paying staff if their family and friends posted upbeat reviews and five-star plaudits on Facebook and Google.

And from mid-2017 to April 2019 Purplebricks UK and industry reviews website AllAgents.co.uk were involved in a long-running dispute over reviews.
Feefo says the agency won its Gold status after some 5,000 reviews were posted with an average score of 4.1 and that over 3,000 were five-star reviews.

“This is a great achievement for the whole team and demonstrates our commitment and relentless focus on delivering great customer service,” says Vic Darvey, CEO of Purplebricks (left).

“Feefo’s model is based on the feedback of real customers, ensuring the integrity and honesty of their online reviews, and allowing us to learn and consistently improve. We look forward to another successful year.”

Feefo Gold Trusted Service awards are given to businesses who have collected at least 50 reviews between January 1st, and December 31st, 2019 with a Feefo service rating of between 4.5 and 4.9.

Feefo says it ensures that all feedback is authentic, by matching it to a legitimate transaction.

 

January 28, 2020

One comment

  1. I would be interested to know how Feefo manage to authenticate 8,000 reviews for Purplebricks alone, to say nothing of the larger numbers of all other agents?

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