guitarguitar case study

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} .navigation-primary a.active-item { color: #ffd100 !important; position: relative; } .submenu.level-1 > .has-submenu > .menu-arrow { background-image: url('data:image/svg+xml;utf8,<svg version="1.0" xmlns="http://www.w3.org/2000/svg" id="elements__svg-arrow" fill="%23000000" viewBox="0 0 320 512" width="7px" height="11px" aria-hidden="true"><g id="layer1"><path d="M34.52 239.03L228.87 44.69c9.37-9.37 24.57-9.37 33.94 0l22.67 22.67c9.36 9.36 9.37 24.52.04 33.9L131.49 256l154.02 154.75c9.34 9.38 9.32 24.54-.04 33.9l-22.67 22.67c-9.37 9.37-24.57 9.37-33.94 0L34.52 272.97c-9.37-9.37-9.37-24.57 0-33.94z"></path></g></svg>'); background-repeat: no-repeat; background-position: 25% 75%; height: 13px; width: 16px; display: inline-block; cursor: pointer; -webkit-transform: rotate(-90deg); -ms-transform: rotate(-90deg); transform: rotate(-90deg); } @media (max-width: 910px) { .submenu.level-1 > .has-submenu > .menu-arrow { -webkit-transform: rotate(0deg); -ms-transform: rotate(0deg); transform: rotate(0deg); } .submenu.level-1 > .has-submenu > .menu-arrow-bg, .submenu > .has-submenu > .menu-arrow-bg, .submenu .menu-arrow-bg { background-image: url('data:image/svg+xml;utf8,<svg version="1.1" id="Capa_1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" width="16px" height="24px" fill="%23000000" viewBox="0 0 451.846 451.847" style="enable-background:new 0 0 451.846 451.847;" xml:space="preserve"> <g> <path d="M345.441,248.292L151.154,442.573c-12.359,12.365-32.397,12.365-44.75,0c-12.354-12.354-12.354-32.391,0-44.744 L278.318,225.92L106.409,54.017c-12.354-12.359-12.354-32.394,0-44.748c12.354-12.359,32.391-12.359,44.75,0l194.287,194.284 c6.177,6.18,9.262,14.271,9.262,22.366C354.708,234.018,351.617,242.115,345.441,248.292z"/></g></svg>'); background-repeat: no-repeat; background-position: center; display: block; height: 29px; -webkit-transition: -webkit-transform 0.4s; transition: -webkit-transform 0.4s; -o-transition: transform 0.4s; transition: transform 0.4s; transition: transform 0.4s, -webkit-transform 0.4s; width: 29px; box-shadow: 0px -0.709347px 3.54674px rgba(31, 37, 89, 0.01), 0px 2.83739px 6.38413px rgba(38, 54, 200, 0.08); border-radius: 0; position: absolute; right: 20px; top: 16px; float: right; -webkit-transform: rotate(0deg); -ms-transform: rotate(0deg); transform: rotate(0deg); } input[type="checkbox"]:checked ~ .menu-arrow .menu-arrow-bg { background-image: url('data:image/svg+xml;utf8,<svg version="1.1" id="Capa_1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" width="16px" height="24px" fill="%23ffd100" viewBox="0 0 451.846 451.847" style="enable-background:new 0 0 451.846 451.847;" xml:space="preserve"> <g> <path d="M345.441,248.292L151.154,442.573c-12.359,12.365-32.397,12.365-44.75,0c-12.354-12.354-12.354-32.391,0-44.744 L278.318,225.92L106.409,54.017c-12.354-12.359-12.354-32.394,0-44.748c12.354-12.359,32.391-12.359,44.75,0l194.287,194.284 c6.177,6.18,9.262,14.271,9.262,22.366C354.708,234.018,351.617,242.115,345.441,248.292z"/></g></svg>'); -webkit-transform: rotate(90deg); -ms-transform: rotate(90deg); transform: rotate(90deg); } } @media (min-width: 910px) { .submenu.level-2 { left: 0; display: grid; grid-auto-flow: column; grid-template-rows: repeat(1, auto); } } @media (max-width: 910px) { input[type="checkbox"]:checked ~ .submenu { display: grid; grid-auto-flow: column; grid-template-rows: repeat(32, auto); opacity: 1; } } @media (max-width: 420px) { input[type="checkbox"]:checked ~ .submenu { display: grid; grid-auto-flow: column; grid-template-rows: repeat(30, auto); opacity: 1; } } </style> <link rel="stylesheet" href="https://business.feefo.com/hs-fs/hub/5707407/hub_generated/module_assets/164746605440/1713368215803/module_164746605440_SaaS_-_Header_Search.min.css"> <style> .elements-overlay-search input[type=text] { font-size: 32px; background: transparent; background-position: top right 0; background-repeat: no-repeat; border: none; border-radius: 0px; border-bottom: 2px solid #BDBFD1; box-shadow: none; padding-bottom: 50px; padding-top: 10px; padding-left: 0px; color: #1F2559; height: 90px; } .hideBtn { background-image: url(https://8768169.fs1.hubspotusercontent-na1.net/hubfs/8768169/Elements/Theme/icons/close.svg); background-size: cover; background-repeat: no-repeat; height: 25px; width: 25px; transition: 0.3s ease-in-out; } .elements-overlay-search button { float: left; width: 20%; padding: 15px; background: rgb(54, 21, 241); font-size: 17px; border: none; color: white; cursor: pointer; opacity: 0.8; } .showBtn { cursor: pointer; background-image: url('data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" fill="%23141A2B" width="24pt" height="24pt" viewBox="0 0 24 24" version="1.1"><g id="surface1"><path d="M 10.570312 0 C 4.742188 0 0 4.742188 0 10.570312 C 0 16.398438 4.742188 21.136719 10.570312 21.136719 C 16.398438 21.136719 21.136719 16.398438 21.136719 10.570312 C 21.136719 4.742188 16.398438 0 10.570312 0 Z M 10.570312 19.1875 C 5.816406 19.1875 1.953125 15.320312 1.953125 10.570312 C 1.953125 5.816406 5.816406 1.953125 10.570312 1.953125 C 15.320312 1.953125 19.1875 5.816406 19.1875 10.570312 C 19.1875 15.320312 15.320312 19.1875 10.570312 19.1875 Z M 10.570312 19.1875 "/><path d="M 23.714844 22.335938 L 18.121094 16.742188 C 17.738281 16.359375 17.121094 16.359375 16.742188 16.742188 C 16.359375 17.121094 16.359375 17.738281 16.742188 18.121094 L 22.335938 23.714844 C 22.523438 23.90625 22.773438 24 23.023438 24 C 23.273438 24 23.523438 23.90625 23.714844 23.714844 C 24.09375 23.332031 24.09375 22.714844 23.714844 22.335938 Z M 23.714844 22.335938 "/></g></svg>') !important; background-size: 20px; background-color: #FFFFFF; background-repeat: no-repeat; background-position: center; border-radius: 50%; height: 45px; width: 45px; margin: 0px 16px 0px -6px; transition: 0.2s ease-in-out; border: 1px solid #EFF1F6; box-shadow: 0px 4.16667px 10.4167px rgba(20, 20, 43, 0.04); } .showBtn:hover { background-image: url('data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" fill="%23ffd100" width="24pt" height="24pt" viewBox="0 0 24 24" version="1.1"><g id="surface1"><path d="M 10.570312 0 C 4.742188 0 0 4.742188 0 10.570312 C 0 16.398438 4.742188 21.136719 10.570312 21.136719 C 16.398438 21.136719 21.136719 16.398438 21.136719 10.570312 C 21.136719 4.742188 16.398438 0 10.570312 0 Z M 10.570312 19.1875 C 5.816406 19.1875 1.953125 15.320312 1.953125 10.570312 C 1.953125 5.816406 5.816406 1.953125 10.570312 1.953125 C 15.320312 1.953125 19.1875 5.816406 19.1875 10.570312 C 19.1875 15.320312 15.320312 19.1875 10.570312 19.1875 Z M 10.570312 19.1875 "/><path d="M 23.714844 22.335938 L 18.121094 16.742188 C 17.738281 16.359375 17.121094 16.359375 16.742188 16.742188 C 16.359375 17.121094 16.359375 17.738281 16.742188 18.121094 L 22.335938 23.714844 C 22.523438 23.90625 22.773438 24 23.023438 24 C 23.273438 24 23.523438 23.90625 23.714844 23.714844 C 24.09375 23.332031 24.09375 22.714844 23.714844 22.335938 Z M 23.714844 22.335938 "/></g></svg>') !important; transform: scale(1.1); } @media(max-width: 910px) { .showBtn { background-image: url('data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" fill="%23141A2B" width="24pt" height="24pt" viewBox="0 0 24 24" version="1.1"><g id="surface1"><path d="M 10.570312 0 C 4.742188 0 0 4.742188 0 10.570312 C 0 16.398438 4.742188 21.136719 10.570312 21.136719 C 16.398438 21.136719 21.136719 16.398438 21.136719 10.570312 C 21.136719 4.742188 16.398438 0 10.570312 0 Z M 10.570312 19.1875 C 5.816406 19.1875 1.953125 15.320312 1.953125 10.570312 C 1.953125 5.816406 5.816406 1.953125 10.570312 1.953125 C 15.320312 1.953125 19.1875 5.816406 19.1875 10.570312 C 19.1875 15.320312 15.320312 19.1875 10.570312 19.1875 Z M 10.570312 19.1875 "/><path d="M 23.714844 22.335938 L 18.121094 16.742188 C 17.738281 16.359375 17.121094 16.359375 16.742188 16.742188 C 16.359375 17.121094 16.359375 17.738281 16.742188 18.121094 L 22.335938 23.714844 C 22.523438 23.90625 22.773438 24 23.023438 24 C 23.273438 24 23.523438 23.90625 23.714844 23.714844 C 24.09375 23.332031 24.09375 22.714844 23.714844 22.335938 Z M 23.714844 22.335938 "/></g></svg>') !important; position: absolute; top: -53px; right: 62px; } } </style> <link rel="stylesheet" href="/hs/hsstatic/cos-LanguageSwitcher/static-1.336/sass/LanguageSwitcher.css"> <style> .business-link__button__icon__module_16106654906244__000000:hover span { fill: #000000 !important; } .business-link__button__icon__module_16106654906244__000000 span svg { width: 14px; } </style> <style> .business-link__button__icon__module_16106654906244__FFD100:hover span { fill: #FFD100 !important; } .business-link__button__icon__module_16106654906244__FFD100 span svg { width: 14px; } </style> <style> .business-link__icon__module_16106654906244 { vertical-align: middle; margin-right: 5px; transition: .2s ease-in-out; } .business-link__icon__module_16106654906244__right { vertical-align: middle; margin-left: 5px; transition: .2s ease-in-out; } .elements-buttons-disabled-on-desk { display: none; } .elements-btns-styles_module_16106654906244 { margin-bottom: 12px; } .elements-link-buttons_module_16106654906244 { margin-right: 16px !important; } .elements-module-button_module_16106654906244 a:last-child { margin-right: 0px !important; } .elements-btns-custom_module_16106654906244 { transition: 0.2s ease-in-out; } .elements-btns-custom_module_16106654906244:hover, .elements-btns-custom_module_16106654906244:focus { transform: scale(1.05); } @media(max-width: 767px) { .elements-module-button_module_16106654906244 { text-align: left !important; } } @media (max-width: 961px) { .elements-buttons-enabled-on-tablet { display: unset !important; } .elements-buttons-disabled-on-tablet { display: none !important; } } @media(max-width: 767px) { .elements-buttons-enabled-on-mobile { display: unset !important; } .elements-buttons-disabled-on-mobile { display: none !important; } .elements-module-buttons-container { display: table-cell; width: 767px; max-width: 100%; } .elements-module-button_module_16106654906244 { margin-top: 0px !important; margin-bottom: 0px !important; margin-left: 0px !important; margin-right: 0px !important; } } </style> <style> #hs_cos_wrapper_divider_1 hr { border:0 none; border-bottom-width:1px; border-bottom-style:solid; border-bottom-color:rgba(226,234,244,1.0); margin-left:auto; margin-right:auto; margin-top:10px; margin-bottom:10px; width:100%; } </style> <link rel="stylesheet" href="https://business.feefo.com/hs-fs/hub/5707407/hub_generated/module_assets/165580191138/1714094460804/module_165580191138_Jake_Breadcrumbs.min.css"> <style> #hs_cos_wrapper_breadcrumbs .jake-breadcrumbs-list { padding:0px; margin-bottom:1rem; background-color:#FFFFFF; border-radius:10px; border:0px none; } #hs_cos_wrapper_breadcrumbs .jake-breadcrumb-item+.jake-breadcrumb-item::before { padding-right:0.5rem; padding-left:0.5rem; color:#6c757d !important; content:"›"; font-size:12px; } #hs_cos_wrapper_breadcrumbs .jake-breadcrumb-item.active { color:#000000; font-size:12px; } #hs_cos_wrapper_breadcrumbs .jake-breadcrumb-item a { text-decoration:none; font-size:12px; } </style> <style> #hs_cos_wrapper_divider_2 hr { border:0 none; border-bottom-width:1px; border-bottom-style:solid; 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grid-template-columns: repeat(3, auto); grid-column-gap: 27px; grid-row-gap: 27px; } .elements-sac-content-button { margin-top: 48px; margin-bottom: 24px; margin-left: 0px; margin-right: 0px; } .elements-sac-card__image__module_16115901644861 { border-top-left-radius: 24px; border-top-right-radius: 24px; object-fit: cover; max-height: 202px; } @media(max-width: 767px) { .elements-sac-content-button { text-align: left; } .elements-sac-cards__card { max-width: 100%; } .elements-sac-content-button { margin-top: 24px !important; margin-bottom: 32px !important; margin-left: 0px !important; margin-right: 0px !important; } .elements-div-content_module_16115901644861 { padding-top: 32px !important; padding-bottom: 80px !important; padding-left: 0px !important; padding-right: 0px !important; margin-top: 0px !important; margin-bottom: 0px !important; margin-left: 0px !important; margin-right: 0px !important; } .elements-module-image { padding-top: 32px !important; padding-bottom: 0px !important; 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} .elements-sac-card__image__module_16115901644861 { max-width: 100%; margin-right: 8px; } .elements-sac-card__footer { padding: 0px 24px 16px 24px; position: absolute; bottom: 0; left: 0; width: 100%; } .elements-sac-card__footer_content { border-top: 1px solid #E7E8F1; padding-top: 24px; } .elements-module-card-title-content { margin-top: 8px; padding-left: 8px; } .elements-sac-card__footer_text-container { padding-right: 16px; margin-bottom: -15px; margin-top: 4px; } .elements-sac-card__footer_badge-container__module_16115901644861 { margin-top: 16px; } @media (max-width: 812px) { .elements-sac-card__footer_badge-container__module_16115901644861 { float: left !important; text-align: left !important; margin-bottom: 16px; margin-top: 0px; width: 100% !important; padding-left: 72px; } .elements-sac-cards__module_16115901644861 { grid-column-gap: 18px; } } @media(max-width: 767px) { .elements-sac-cards__card { width: 100%; } .elements-sac-card__footer_badge-container__module_16115901644861 { float: right !important; text-align: right !important; margin-bottom: 10x; margin-top: 16px; width: auto !important; padding-left: 0px; } } @media (max-width: 425px) { .elements-sac-card__footer_badge-container__module_16115901644861 { float: left !important; text-align: left !important; margin-bottom: 16px; margin-top: 16px; width: 100% !important; } } </style> <style> @media(max-width: 767px) { } </style> <style> .elements-module-image_module_16134169095518 { -webkit-filter: drop-shadow(0px 3px 10px rgba(31, 37, 89, 0.04)); filter: drop-shadow(0px 3px 10px rgba(31, 37, 89, 0.04)); } .elements-form__section__subscribe_module_16134169095518 { max-width: 368px; } .elements-form__section__subscribe_module_16134169095518 form { position: relative; } .elements-form__section__subscribe_module_16134169095518 form label { display: none !important; } .elements-form__section__subscribe_module_16134169095518 form input[type=email] { height: 72px; padding-right: 150px !important; } .elements-form__section__subscribe_module_16134169095518 form .hs-submit { position: absolute; 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data-hs-cos-type="module"> <hr></div> <section class="content-wrapper"> <div id="hs_cos_wrapper_breadcrumbs" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <nav class="jake-breadcrumbs" aria-label="breadcrumb"> <ol class="jake-breadcrumbs-list"> <li class="jake-breadcrumb-item"><a href="https://business.feefo.com/customer-stories">Customer Stories</a></li> <li class="jake-breadcrumb-item"><a href=""><span id="hs_cos_wrapper_name" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="text">guitarguitar’s journey to pitch perfect customer experience with Feefo</span></a></li> </ol> </nav> </div> </section> <div id="hs_cos_wrapper_divider_2" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <hr></div> <main 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{"portalID":5707407,"hublet":"na1","hsEnv":"prod","hsDeployed":true,"hsJSRGates":["CMS:JSRenderer:SeparateIslandRenderOption","CMS:JSRenderer:GraphQLQueryBuild","CMS:JSRenderer:MinifyCSS","CMS:JSRenderer:GetServerSideProps","Jsr:DeployLambdasViaCommonAwsAccount","CMS:JSRenderer:LocalProxySchemaVersion1","CMS:JSRenderer:SharedDeps"]}; window.__hsServerPageUrl = "https:\u002F\u002Fbusiness.feefo.com\u002Fcustomer-stories\u002Fguitar-guitar"; window.__hsBasePath = "\u002Fcustomer-stories\u002Fguitar-guitar"; </script> </div> <div class="customer-stories-flex"> <div class="customer-stories-col"> <h1 class="elements--post--blog__title"><span id="hs_cos_wrapper_name" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="text">guitarguitar’s journey to pitch perfect customer experience with Feefo</span></h1> </div> <div class="customer-stories-col"> <img class="elements--post--blog__image" src="https://business.feefo.com/hubfs/Imported_Blog_Media/GuitarGuitar-1.jpg" loading="lazy" alt=""> </div> </div> </div> </div> <section class="content-wrapper"> <div class="container-fluid elements--post2--blog--main__content"> <div class="row-fluid-wrapper"> <div class="row-fluid"> <div class="span12 widget-span widget-type-cell " style="" data-widget-type="cell" data-x="0" data-w="10"> <article> <div class="elements--post2--blog--body"> <span id="hs_cos_wrapper_post_body" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text"><div class="sc-c8027c7d-0 wZvzI"> <div class="Grid-feefo-ui__sc-1j1e3zr-0 GridContainer-feefo-ui__sc-1wweixc-0 kjHKLB sc-c8027c7d-1 cGzkcD"> <div class="Row-feefo-ui__sc-1j1e3zr-1 RowContainer-feefo-ui__sc-1wweixc-1 cgXKlN jzDiJE"> <div class="Col-feefo-ui__sc-1j1e3zr-2 ColContainer-feefo-ui__sc-1wweixc-2 dlwaWP"> <div class="ImageContainer-feefo-ui__sc-1wweixc-3 fcwKGw"><img src="https://business.feefo.com/hubfs/Imported_Blog_Media/GuitarGuitar_(1)-min.png" alt="GuitarGuitar_(1)-min.png" class="Media-feefo-ui__sc-1wweixc-4 gheFFR"></div> </div> </div> </div> </div> <div class="sc-79315a35-0 dkAxVQ"> <div class="RichTextContainer-feefo-ui__sc-rpiejy-0 gmGOSx sc-79315a35-1 czSTPy"> <h2>Introduction</h2> <p>The UK’s largest guitar retailer and multi-award-winning company, <a href="https://www.guitarguitar.co.uk/" target="_self">guitarguitar</a>, is on a mission to deliver the best possible customer experience and service. As an employee-owned brand, like Waitrose, each of its 160 expert staff is invested in and committed to delivering the same too.</p> <p>As well its six stores across the UK it sells online now too. And, despite its name, the company deals in more than just guitars. It also sells digital drums, amps, pedals, synths, keyboards, and many other things as well.</p> </div> </div> <div class="sc-6fa71025-0 kHRfEz"> <div class="sc-11cfca73-0 eWCewJ"> <div class="Grid-feefo-ui__sc-1j1e3zr-0 kjHKLB sc-11cfca73-1 gcBiUt"> <div class="Row-feefo-ui__sc-1j1e3zr-1 RowContainer-feefo-ui__sc-1vdxh5q-0 cgXKlN fOSrTw RowContainer"> <div data-aqa-id="quote-image" class="Col-feefo-ui__sc-1j1e3zr-2 ImageColumn-feefo-ui__sc-1vdxh5q-1 dlwaWP hdleXd"> <div class="IconWrapperContainer-feefo-ui__sc-13vzm5b-0 hxsBgJ"><svg width="1em" height="1em" viewbox="0 0 72 64" fill="none" xmlns="http://www.w3.org/2000/svg" role="img"> <g clip-path="url(#quote-mark_svg__a)"> <path fill="#fff" d="M0 0h72v64H0z"></path> <path d="m0 0 .006 32H32L0 0Z" fill="url(#quote-mark_svg__b)"></path> <path d="m0 32 .006 32H32L0 32Z" fill="#0B06F9"></path> <path d="m32 64-.006-32H0l32 32Z" fill="#4F4CFA"></path> <path d="m36 32 .006 32H68L36 32Z" fill="#0B06F9"></path> <path d="m68 64-.006-32H36l32 32Z" fill="#4F4CFA"></path> <path d="m36 0 .006 32H68L36 0Z" fill="url(#quote-mark_svg__c)"></path> </g> <defs> <stop stop-color="#4F4CFA"></stop> <stop offset="1" stop-color="#4F4CFA" stop-opacity="0"></stop> <stop stop-color="#4F4CFA"></stop> <stop offset="1" stop-color="#4F4CFA" stop-opacity="0"></stop> <path fill="#fff" d="M0 0h72v64H0z"></path> </defs> </svg></div> </div> <div data-aqa-id="quote-text" class="Col-feefo-ui__sc-1j1e3zr-2 TextColumn-feefo-ui__sc-1vdxh5q-2 dlwaWP gtLqQg"> <h4 class="QuoteContainer-feefo-ui__sc-1vdxh5q-3 kwEhbR">‘’Our 4.9 out of 5 Feefo rating is one we take a lot of pride in talking about and promoting. The next step is to get 5/5.’’</h4> <p class="NameContainer-feefo-ui__sc-1vdxh5q-4 nOnMs">Robert Simpson</p> <p class="StatusContainer-feefo-ui__sc-1vdxh5q-5 cmfrcp">Operations Director</p> </div> </div> </div> </div> </div> <div class="sc-79315a35-0 dkAxVQ"> <div class="RichTextContainer-feefo-ui__sc-rpiejy-0 gmGOSx sc-79315a35-1 czSTPy"> <h2>The challenge</h2> <p>Other than anecdotal feedback, the business had no way of knowing what customers thought of guitarguitar. So they couldn’t, as they put it, ‘’celebrate the positives and overcome the negatives.’’</p> <h2>How Feefo has helped</h2> <p>Feefo’s platform has made it easy for guitarguitar to ask customers what they thought of its service and products. The fact the request for feedback wasn’t coming directly from the company has allowed customers to be totally candid in their replies too.</p> <p>guitarguitar uses any negative reviews it gets to address issues directly with the customer, so they can put things right and win back their trust.</p> <p>The company also uses this feedback to proactively improve its processes, procedures, and policies. And it views this as one of the reasons it’s been able to become the UK’s biggest guitar seller, with online sales now representing 50% of its business.</p> <p>Each week guitarguitar sends company reports on the Feefo feedback it gets and uses it in its planning and decision making. For example, issues they saw reflected in its scores have helped it improve its online sales and support team management. It’s also improved its packaging standards as a direct result of Feefo reviews from customers.</p> <p>As Feefo is a Google Licensed Content Partner, guitarguitar has been able to use its impressive star ratings within both organic and paid search campaigns too. That’s proved to be a massive trust signal for new and existing customers.</p> <h2>100% genuine feedback</h2> <p>As an invite-only platform guitarguitar knew all its Feefo reviews were from verified buyers. So it could be sure the feedback it was getting was real. This meant it could confidently use the insights it received, good and not so good, to drive its management policies.</p> <h2>Beyond just stars and words</h2> <p>In addition to star ratings and opinions of the services and products they’ve had from the company, Feefo allows customers to include their own content – such as pictures of them with their instruments. And guitarguitar has found this very valuable in boosting its authenticity, which in turn helps build brand loyalty.</p> <h2>The results</h2> <p>With approaching 33,000 verified customer reviews, guitarguitar has:</p> <ul> <li>Seen its website traffic grow by over 23%</li> <li>Increased on-site conversions year-on-year by 29%</li> </ul> <h3>guitarguitar's review of Feefo</h3> </div> </div> <div class="sc-6fa71025-0 kHRfEz"> <div class="sc-11cfca73-0 eWCewJ"> <div class="Grid-feefo-ui__sc-1j1e3zr-0 kjHKLB sc-11cfca73-1 gcBiUt"> <div class="Row-feefo-ui__sc-1j1e3zr-1 RowContainer-feefo-ui__sc-1vdxh5q-0 cgXKlN fOSrTw RowContainer"> <div data-aqa-id="quote-image" class="Col-feefo-ui__sc-1j1e3zr-2 ImageColumn-feefo-ui__sc-1vdxh5q-1 dlwaWP hdleXd"> <div class="IconWrapperContainer-feefo-ui__sc-13vzm5b-0 hxsBgJ"><svg width="1em" height="1em" viewbox="0 0 72 64" fill="none" xmlns="http://www.w3.org/2000/svg" role="img"> <g clip-path="url(#quote-mark_svg__a)"> <path fill="#fff" d="M0 0h72v64H0z"></path> <path d="m0 0 .006 32H32L0 0Z" fill="url(#quote-mark_svg__b)"></path> <path d="m0 32 .006 32H32L0 32Z" fill="#0B06F9"></path> <path d="m32 64-.006-32H0l32 32Z" fill="#4F4CFA"></path> <path d="m36 32 .006 32H68L36 32Z" fill="#0B06F9"></path> <path d="m68 64-.006-32H36l32 32Z" fill="#4F4CFA"></path> <path d="m36 0 .006 32H68L36 0Z" fill="url(#quote-mark_svg__c)"></path> </g> <defs> <stop stop-color="#4F4CFA"></stop> <stop offset="1" stop-color="#4F4CFA" stop-opacity="0"></stop> <stop stop-color="#4F4CFA"></stop> <stop offset="1" stop-color="#4F4CFA" stop-opacity="0"></stop> <path fill="#fff" d="M0 0h72v64H0z"></path> </defs> </svg></div> </div> <div data-aqa-id="quote-text" class="Col-feefo-ui__sc-1j1e3zr-2 TextColumn-feefo-ui__sc-1vdxh5q-2 dlwaWP gtLqQg"> <h4 class="QuoteContainer-feefo-ui__sc-1vdxh5q-3 kwEhbR">‘’Feefo makes it easy for guitarguitar to find out what our customers really think about us as a business and understand where we can improve. Without Feefo’s insight, we’d not have taken many of the steps we have over the last two years to improve our customer experience and would have lost some customers. Feefo gave us the chance to engage with them for a second time and turn negatives into positives.’’</h4> <p class="NameContainer-feefo-ui__sc-1vdxh5q-4 nOnMs">Robert Simpson</p> <p class="StatusContainer-feefo-ui__sc-1vdxh5q-5 cmfrcp">Operations Director</p> </div> </div> </div> </div> </div> <div class="sc-cfe73926-0 iEzodX"> <div class="sc-9089ffd6-2 hvMNYA"> <div class="sc-a7289dca-0 ctzNSi"> <section class="Container-feefo-ui__sc-1b8k2wr-0 hVtwdU sc-a7289dca-1 hHIYWf sc-9089ffd6-0 eeQuSE" data-aqa-id="section-header"></section> </div> <section class="LayoutGridContainer-feefo-ui__sc-18xstex-2 hpKzNV"><a class="LinkButton-feefo-ui__sc-1pft5ie-0 iiCBcB StyledButton-feefo-ui__sc-18xstex-1 cmLNyq" href="https://www.feefo.com/uk/business/features"> <div class="ButtonSpace-feefo-ui__sc-1pft5ie-3 cuNuFS"> </div> </a></section> </div> </div></span> </div> </article> </div> </div> <div class="row-fluid-wrapper"> <div class="row-fluid"> <div class="span12 widget-span widget-type-cell elements--post--blog--author__container" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="cards__card elements--post2--blog--author__card"> <div class="row-fluid-wrapper"> <div class="row-fluid"> <div class="span4 widget-span widget-type-cell elements--post2--blog--card--author__image--container" data-widget-type="cell" data-x="0" data-w="4"> <a class="author-link" href="https://business.feefo.com/customer-stories/author/admin"> <img alt="Admin" class="elements--post2--blog--card--author__image" src="https://business.feefo.com/hubfs/2024%20Website%20Assets/Company%20Content%20Type/Refer%20a%20client%20assets/Over_6000_brands%20icon.svg"> </a> </div> <div class="span8 widget-span widget-type-cell" data-widget-type="cell" data-x="4" data-w="8"> <div class="elements--post--blog--card--author__display__name__social--container"> <a class="author-link" href="https://business.feefo.com/customer-stories/author/admin"> <h3 class="elements--post2--blog--card--author__display__name">Admin</h3> </a> </div> <p style="margin-bottom: 16px;">Founded in 2010, Feefo is a ratings and reviews platform that collects reliable and constructive reviews for thousands of clients worldwide. 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