June 23, 2015
We get this warm feeling inside when customers say nice things about us. Your reviews drive us to be better than yesterday, making sure we are delivering more than just fuel, but quality service as well. Your feedback is important and we know customers put their trust into others’ experiences, so we display all our reviews on the website. It was with great disappointment then, that we heard about the scandal of fake online reviews as reported by the BBC last week.
The CMA (Competition And Markets Authority) investigation into online reviews found 54% of adults in the UK, around 25 million people, read and rely on reviews, yet an appalling amount are fake. It found some good reviews are bought and that negative reviews remain unpublished or were written by rival businesses.
We value online reviews because they benefit us as a business and our customers, and that is why we use Feefo, the Global Feedback Engine, to provide our online review service. Feefo contributed to the CMA report and champion methods to make review sites accountable. Customers can only submit feedback on invitation from Feefo following a confirmed purchase of heating oil, Aga cooker fuel and K+ heating oil, ensuring all reviews are genuine.
We signed up with Feefo to offer you, our customers, an impartial means of sharing your views, good and bad about our service. Of course, we are proud to receive our many high ratings, but we are equally responsive to negative feedback as this allows us to tailor our service and evolve into the company our customers need. We are proud of our 600 plus customer reviews, our 98% positive rating and our Gold Trusted Merchant status because we have worked hard to achieve them and know that whether good or bad, they are the real deal – the genuine views of our customers about what we do for them.
Please join us in fighting fake reviews #FightingFakeReviews.