1. Purpose
The purpose of this policy is to outline the approach that Bensons takes in collecting, managing, and responding to customer reviews.
Any negative review, including those that may contain a customer complaint, will also be passed to our Customer Services department for their consideration.
2. Review Requests
2.1 Product Review Invite
For every purchase, Bensons contacts the customer requesting feedback on their product.
- The customer can submit the review via email, which then, upon approval, displays on the product description page with a verified purchaser flag.
- Customers can also leave a direct review outside of the above process by visiting the product page and completing the “Write a review” pop-up form at the bottom of the page.
2.2 Net Promoter Score (NPS) Invite
Bensons contacts customers after purchase (whether online or in store), and after delivery, inviting them to provide NPS feedback.
2.3 Trustpilot and Google Review Invite
Bensons sends an invite through Trustpilot for a Trustpilot review or Reputation for a Google review.
- A customer can also write a review on Trustpilot or Reputation without a purchase being made or an invite being sent.
- Our understanding is that Trustpilot/Reputation can detect fake customer or bot scenarios, and that there are strict rules in place around a company editing or deleting reviews.
3. Managing Reviews
3.1 Product Reviews
- Bensons enters customer information from received reviews on Bensons products into a random monthly draw to win a voucher.
- An individual customer is randomly selected from every customer who has left a verified review (whether positive or negative) on a product in the month prior, and that customer is then sent a digital voucher.
- Any review, whether positive or negative, goes through a moderation process. Reviews that contain profanity or false claims will be excluded.
3.2 Influencer Reviews
Bensons works with Social Influencers from time to time.
- In most cases, the incentive is the product itself, as many influencers are happy to review and post about the product in return for a free product.
- Bensons requires all influencers who use social media channels to clearly disclose that the products they review have been provided for free and do not need to be returned.
Examples of disclosure include:
- Adding “AD” or “In Partnership With” to posts.
- Verbally stating that while the review is their honest opinion, the product was gifted.
4. Policy Review
This policy shall be reviewed annually.