High scores on consumer review sites don’t come easy

July 21, 2017

We’re not far off our thousandth review on TrustPilot, the independent consumer review site.

On the site, customers who have made a verified purchase leave comments and star-ratings for the service they’ve received and the quality of the products.

We stand at an average score of 9.5 (out of 10).

We’re pretty pleased with that, although we admit to being a tad frustrated that we don’t have a 100 per cent success rate of 5-star service because we bust a gut to provide perfection for our customers.

One crucial factor which stands out for people is the quality of our response when things don’t quite go as expected.

We make every effort to own the issue, even if it’s not of our doing, and this is reflected in two recent comments which you can see on-line right here.

The first concerns an order for seven blinds in which something went wrong with the courier service. We stepped in, and as you can see, our customer ended up giving us a five-star rating in spite of the initial issue.

Here’s what they wrote:
I ordered seven blinds which were sent out by courier in two batches. The first batch arrived as promised. The second had a blind missing.
‘After several calls to the courier no progress had been made to receive the last blind, so I contacted the seller. They took over the process of contacting the courier.
‘Within a day a replacement blind was being made and I received it a few days later.
I was kept informed of the process the whole time by the seller from manufacture to delivery.
‘After-sales was very good and efficient.
‘Blinds are excellent quality and work perfectly. I will use them again. Five stars.’

We keep our customers informed and don’t try and fob them off with excuses if things don’t go to plan.

If there’s a missing part or if something gets damaged in transit, we’re just as keen to put things right as promptly as possible, as highlighted in this next review.

Our customer wrote:
‘Good service and quick resolution. We have used Made To Measure Blinds before.
‘Blinds are of good quality and the service is quick and efficient.
‘This time, one of packages arrived damaged with some content missing, but this problem was quickly resolved and replacement parts issued.’

We didn’t specifically pick out glowing reviews from our TrustPilot rankings, because we like to be completely open that things do occasionally go wrong. Nobody’s perfect, but we think it speaks volumes about a company when you see how they deal with challenges.

Our ratings are there for all to see, and we’re delighted that so many customers like our products, appreciate the level of our service, and keep coming back for more!