When you visit our website, you will see the Feefo reviews box, that floats on the right hand side of the page. Sure, it’s reviews, but what do they mean?
We thought we’d explain a bit more about our Feefo reviews, and why you can trust them. We’d like to do a bit of myth-busting, using comments that people make when we invite them to look at the reviews.
DO YOU RUN THE REVIEW SERVICE?
No, we don’t. We use an independent review platform called Feefo. Their system operates separately from ours, and we can’t alter anything in there. Their business is built on trust, and they can’t afford to compromise, so you know you can trust the reviews that you read there. You can read our full page on Feefo where people can upload photos as well as their comments. You can find out more about Feefo on their info page.
ARE THE REVIEWS REAL?
Yes, they are. Every single one of them. The request to write a review is generated by our website’s ordering system when a purchase is ‘complete’. This is when we have shipped the item, and it has been confirmed as received. We can also send emails to people who purchase our item separately from the website, but every single review request goes to a person who has bought something from us.
DON’T YOU JUST SEND THEM TO CUSTOMERS YOU LIKE?
No. Every customer gets a review request.
CAN’T YOU DELETE THE ONES YOU DON’T LIKE?
No, we can’t. We can’t get into the behind-the-scenes part of Feefo, to edit or delete anything that’s said there. That’s the reason why we chose an independent review system, so that you can trust completely the reviews that you read.
BUT WHAT ABOUT THE REVIEWS THAT GIVE A LOW NUMBER OF STARS?
Hopefully there aren’t too many of those, but if someone raises a genuine complaint, then all we can do is answer it, in Feefo, and deal with it in the real world. If someone says their stone has come loose, for instance, we’ll apologise, and offer to fix it. This occasionally happens, and we’re happy to make it right.
You’ll see a couple of times that we’ve answered a customer’s comments on Feefo, and explained why something occurred, and the steps we took, during the process, to change it or stop it happening again.
WHAT DOES THE 4.9/5 FIGURE MEAN?
Our current rating is 4.9 out of 5 stars (at time of posting, September 2017, but click here to read our latest reviews!) That means that the average number of stars that people have given us is slightly less than 5. From 83 reviews over the last year, we’ve got 76 with 5 stars, 6 with 4 stars, and just one with 3 stars. There aren’t any reviews that give us 1 or 2 stars, which is good news!
A little basic maths gives you 5 stars times 76, plus 4 stars times 6, plus 3 stars times 1, to give 407. This, divided by 83, the total number of reviews, is 4.903. (End of the maths lesson!)
You can sort the reviews based on the number of stars they give us, or the most popular, or the most recent.
WHY DO SOME REVIEWS SAY “KINETIQUE”?
We have previously traded under the name ‘KinetIQue’, before we changed to Ethica Diamonds. It’s mostly the same people, and certainly the same commitment to customer service, so the fundamentals haven’t changed.
WHY DOES THE RATING ONLY REFER TO THE LAST YEAR?
This is something that Feefo manage, not us. It is to prevent businesses being tarnished by mistakes made under a previous management, or by a person who has now left. It means businesses can improve, and aren’t held down by past mistakes, or haunted by a dreadful review that they can’t do anything about. You can see 101 reviews on our website, which date back further than the 12 months reflected in the 4.9/5 figure. However, you will see that almost all of the reviews marked ‘a year ago’ or older on Feefo’s site, are still 5 stars. We’ve always had a focus on customer service, and a wonderful product – and there’s proof!
CAN I LEAVE A REVIEW?
Yes please, if you’ve bought something from us, we’d love you to leave a review of our product and customer service. Even if you’re not 100% happy, we’d like to know, so we can apologise, and improve.
We have recently won the Feefo Platinum Trusted Service Award! Read more about it here