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Building trust and engagementthrough transparent reviews cottages4you is the UK’s largest holiday cottage letting agency. By the�very nature of its business, all the ‘products’ in its portfolio are unique.
(DFK�FRWWDJH�LV�GLIIHUHQW�DQG�WKDWèV�UHćHFWHG�LQ�WKH�JXHVWèV�experience. Added to this, the company has two sets of customers: cottage owners, and holidaymakers.
BACKGROUNDFRWWDJHV�\RX�ZDQWHG�SRWHQWLDO�JXHVWV�WR�YLHZ�FRWWDJHV�ZLWK�FRQĆGHQFH�DQG�QRW�IHHO�WKH�QHHG�WR�JR�HOVHZKHUH�WR�ĆQG�RXW�PRUH��7KH�FRPSDQ\�ZDQWHG�WR�FUHDWH�D�VSDFH�ZKHUH�SUHYLRXV�JXHVWV�FRXOG�VKDUH�experiences of the cottage they had stayed in and about the holiday in general. It also wanted to combat the challenge of open forum review sites where anyone can leave good, bad or fake reviews.
So cottages4you knew it had to take the initiative and offer customers transparent reviews, from genuine guests, collated by an independent third party. As well as making it easier for customers to make informed choices, the company believed indepeQdent reviews would improve conversions - achieving another important goal.
cottages4you wanted guests’ comments to encourage cottage owners to make informed improvements WR�ERWK�SURSHUW\�DQG�VHUYLFH��UDLVLQJ�VWDQGDUGV�RYHUDOO��%XW�ĆUVW�LW�KDG�WR�FRQYLQFH�WZR�LPSRUWDQW�groups of people. Internal staff were concerned transparent reviews would lead to an increased call volume they wouldn’t be able to handle. And of course cottage owners were worried about the impact any negative comments could have on their bookings.
3.7x more time spent onsite by review readers than non-review readers
3.4x more pages viewed by review readers than non-review readers
www.reevoo.com
case study
THE SOLUTION Reevoo implemented Ratings and Reviews and Customer Experience Reviews. Reevoo Ratings and 5HYLHZV�LQYROYHV�FROOHFWLRQ�RI�UHYLHZV�RI�FRWWDJHV�IURP�YHULĆHG�FXVWRPHUV�RQ�EHKDOI�RI�FRWWDJHV�\RXZKLFK�5HHYRR�SXEOLVKHV�RQ�WKH�FRWWDJHV�X�ZHEVLWH��,W�DOVR�ćDJJHG�XS�FRPPHQWV�WKDW�QHHGHG�D�UHVSRQVH��&RWWDJHV�ZHUH�JLYHQ�DQ�RYHUDOO�UDWLQJ��EDVHG�RQ�FOHDQOLQHVV��FRPIRUW��HTXLSPHQW��ORFDWLRQ�DQG�YDOXH�IRU�PRQH\��7KH�UHYLHZV�SURYLGHG�H[FHOOHQW�IHHGEDFN�IRU�WKH�FRPSDQ\�DQG�FRWWDJH�RZQHUV��LQFOXGLQJ�VXJJHVWLRQV�WKDW�ZLOO�KHOS�WKHP�LPSURYH�JXHVW�VDWLVIDFWLRQ�
7KURXJK�5HHYRR�&XVWRPHU�([SHULHQFH�5HYLHZV��FRWWDJHV�\RX�QRZ�FROOHFWV�DQG�GLVSOD\V�UHYLHZV�WKDW�IRFXV�RQ�FXVWRPHU�VDWLVIDFWLRQ�ZLWK�LWV�VHUYLFH�DQG�ERRNLQJ�SURFHVV��7KLV�FUHDWHV�WUXVW�DQG�FRQĆGHQFH�DPRQJ�SRWHQWLDO�FXVWRPHUV�DQG�HQFRXUDJHV�WKHP�WR�ERRN�RQOLQH��5HHYRR�LQWHJUDWHG�FRWWDJHV�\RX�&XVWRPHU�([SHULHQFH�5HYLHZV�ZLWK�*RRJOH�6HOOHU�5DWLQJV��ZKLFK�QRZ�GLVSOD\�DV�VWDUV�LQ�*RRJOH�SDLG�DGV��7KLV�KHOSV�FRWWDJHV�\RX�VWDQG�RXW�IURP�LWV�FRPSHWLWLRQ�DV�D�KLJKO\�UDWHG�PHUFKDQW�DQG�OHDGV�WR�LQFUHDVHG�ERRNLQJV�RQ�LWV�VLWH�
%HFDXVH�RI�FRWWDJHV�\RXèV�XQLTXH�EXVLQHVV�PRGHO�5HHYRR�KDG��WR�FDUHIXOO\�WDLORU�LWV�VHUYLFHV�WR�PHHW�VSHFLĆF�QHHGV��)RU�LQVWDQFH��WKH�FRWWDJHV�DUH�OLNHO\�WR�FKDQJH�IDLUO\�IUHTXHQWO\�DV�WKH\�DUH�XSGDWHG�DQG�DV�RZQHUV�UHVSRQG�WR�FRPPHQWV��7KDW�PDNHV�ROG�UDWLQJV�UHGXQGDQW��5HHYRR�FUHDWHG�UDWLQJV�IRU�FRWWDJHV�EDVHG�RQ�UHYLHZV�FROOHFWHG�LQ�WKH�ODVW����PRQWKV��7KH�FRQWHQW�LV�G\QDPLFDOO\�UHIUHVKHG�HDFK�GD\�WR�GLVSOD\�WKH�PRVW�FXUUHQW�UHYLHZV��$Q\RQH�LQWHUHVWHG�LQ�UHYLHZV�RYHU����PRQWKV�ROG�FDQ�YLHZ�WKHP�E\�IROORZLQJ�D�VHSDUDWH�OLQN��7KLV�JLYHV�ERRNHUV�WKH�PRVW�XS�WR�GDWH�LQIRUPDWLRQ��DQG�WKH\�FDQ�VWLOO�DFFHVV�ROG�UHYLHZV�WKURXJK�WKH�OLJKWER[�LI�WKH\�ZDQW�WR��FRWWDJHV�\RX�ZDV�FRQĆGHQW�WKDW�DOORZLQJ�FXVWRPHUV�WR�WHOO�WKHLU�VWRULHV�ZRXOG�EXLOG�WUXVW�ZLWK�LWV�WDUJHW�DXGLHQFH��OHDGLQJ�WR�PRUH�ERRNLQJV��,W�MXVW�QHHGHG�WR�FRQYLQFH�FRWWDJH�RZQHUV�LW�ZDV�WKH�ULJKW�PRYH�
5HHYRR�DQG�FRWWDJHV�X�ZRUNHG�WRJHWKHU�WR�PDNH�VXUH�HYHU\RQH�LQYROYHG�XQGHUVWRRG�WKH�FKDQJHV��7KLV�LQFOXGHG�FKHFNLQJ�WKH�WHUPLQRORJ\�LQ�WKH�FXVWRPHU�TXHVWLRQQDLUHV�WR�PDNH�VXUH�FRWWDJH�RZQHUV�ZHUH�KDSS\��DQG�SLORWLQJ�WKH�SURJUDPPH�LQ�6FRWODQG�DQG�:DOHV��7KH�RZQHUV�ZKR�ZHUH�SDUW�RI�WKH�SLORW�ZHUH�VXUYH\HG�WR�JDXJH�WKHLU�UHDFWLRQ��DQG�EDVHG�RQ�WKH�UHVXOWV��WKH�SURJUDPPH�ZDV�UROOHG�RXW�WKURXJKRXW�WKH�8.�
RESULTS5HYLHZ�UHDGHUV�VSHQW����[�ORQJHU�RQ�VLWH�WKDQ�QRQ�UHYLHZ�UHDGHUV�
5HYLHZ�UHDGHUV�YLHZ����[�PRUH�SDJHV�WKDQ�QRQ�UHYLHZ�UHDGHUV�
3XEOLVK�UDWH�RI�RYHU�����IRU�UHYLHZV��GHPRQVWUDWLQJ�VWURQJ�HQJDJHPHQW�IURPFRWWDJHV�\RX�FXVWRPHUV�
3x increase in conversion rate for review readers.
The results so far have led to:
Potential customers ILQGLQJ�tKe rigKt matcK�for tKeir needs more easil\.�
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,PSURYHG�FOLFN�WKURXJK�UDWHV�IURP�*RRJOH�VHDUFK�EHFDXVH�RI�6HOOHU�5DWLQJV�
FIND OUT MOREContact Reevoo for a demonstration of Kow our 9RLFH�RI�WKH�&XVWRPHU solutions can Kelp \ou.
+44 (0)20 7654 0350
“ We partnered with Reevoo because
they stood out from the other
companies we looked at. We
trusted their customer vHULĆFation
process and liked that their
independence was immediately
apparent to potential customers
through the branded ratings.”
Nick Smith�Marketing Director�cottages4\RX
“Reviews help potential customers
make informed choiceV�DQG�ĆQG�WKH�
right property for their needs. This
has led tR�D�VLJQLĆFDQW�LQFrease in
bookings — we’ve seen a 3x increase
in conversion rate from review
readers.”
Nick Smith�Marketing Director�cottages4\RX