London Stone reviews on Trustpilot have helped shape the company. We explain why it's so important to us to keep customer service to the fore.
“I do take London Stone reviews quite personally,” says Chris Durnford, our Customer Experience Director. Because we all feel like that, we give an individual response to every London Stone review, good or bad, posted on Trustpilot.
London Stone joined the worldwide company-review site in 2014. Trustpilot was set up by Peter Muhlmann, after his mother had difficulty buying a washing machine because she couldn't identify a trustworthy company online. Now, over 200,000 businesses are given star ratings by customers on the site. “More than just a rating,” says Peter, “Trustpilot stars signify that a company has nothing to hide, loves its customers and shares our mission to create ever-improving experiences for everyone.”
You can see why we like it, then. Other sites have been in the news for carrying fake reviews, either maliciously planted or paid for. Trustpilot is able to verify that the vast majority of those commenting are genuine customers.
We welcome your comments
We invite every customer to post up a London Stone review and we must admit to being thrilled at our rating. Of all the hundreds of reviews posted by customers since we joined, 86% tell us we’re ‘excellent’.
Trustpilot is now an indispensable part of our customer service. “People can voice their opinion without boundaries,” says Chris Durnford, our Customer Experience Director. Of disappointing reviews (and we’re pleased to say, there aren’t many!) he says, “It helps us improve the service we offer.”
Everyone in the company plays a part in delivering service to customers, whether they’re in direct contact with customers or not, so reviews are shared across the entire workforce. Colleagues can often gain individual praise, and that is always celebrated – although we appreciate that it’s a team effort.
All feedback important
We take a close look if a problem arises. “Sometimes investigative work can take quite a bit of time,” says Chris. This might involve checking delivery notes, emails, talking to showroom staff and listening to phone calls (which are all recorded). “We take all feedback very seriously,” he adds. “If there’s a one-star review, we learn from it. It helps us continually improve the service that we offer. Much of what we do that is good is because of the feedback we have received.”
Most of the time, though, we’re delighted to say, he’s responding to highly complimentary remarks (er...did we mention 86% rate us ‘excellent’?). “It’s good to be able to write back and thank someone for their order,” says Chris.
So, if you’ve recently ordered from us or are planning to in the future, do respond to our invitation to comment on TrustPilot. Let us know how we did. If something’s gone wrong, we’ll work as hard as we can to put it right. However, we’re moderately confident that, like the current 86% (oops! slipped out again), you’ll be awarding us top marks - if not, we’ll certainly make every effort to find out the reason why.
Post updated: November 2023
