Rightly or wrongly, the double-glazing industry has earned itself a bit of a bad reputation in some quarters.
Hidden charges, pushy sales tactics, and a general lack of transparency by some businesses can make it difficult for homeowners to find a reputable windows company based solely on what the business has to say for itself.
This is why customer reviews play such an important role in helping you find the price, reliability, and level of service you need and deserve. However, with most companies now having a sizeable portfolio of online reviews, ranging from the glowing to the scathing, how do you use online reviews to narrow down your choice of supplier?
1. Don’t Just Trust The Stars
The most obvious thing about an online review is its star rating, but this only gives part of the story. It’s important to read a cross-section of reviews to get a true insight into a company’s reliability and quality of service. Don’t solely look at the one-star or five-star reviews, because these may not be representative of an ‘average order’. Make sure to read plenty of two, three, and four-star reviews as well, looking for consistent themes – are there any common complaints or praises? Do customers feel that they received value for their money?
2. Read Reviews On Multiple Platforms
Have a look at reviews on a variety of platforms, including Google, Facebook, and Check a Trade, and see how these compare in style and content with the testimonials provided on the company’s own website.
3. Consult Expert Ratings
As well as general customer reviews seek out expert ratings on websites such as Which? for a balanced view of a company’s strengths and weaknesses. Expert ratings consider a wider range of factors than many private reviews, giving an independent assessment of the business based on customer satisfaction, the quality of their products, and after-sales care.
4. Seek Out Local Reviews
When reading reviews, prioritise testimonials made in your local area. This is essential when assessing a local double-glazing company, but the same applies to national businesses, too. National businesses have multiple installation teams active in different areas of the country, so a series of positive reviews in Cornwall does not necessarily mean you’ll get the same service in Leicestershire, where a different team or subcontractor carries out the bookings.
5. Look For Consistency
Many online review platforms allow you to look at historical reviews for a company, often going back years. Good companies to look for are those that have a record of consistent customer service. There will obviously be some dips, but be wary of businesses with erratic review ratings over time, even if their recent reviews are positive.
6. Assess How The Company Responds To Reviews
It’s unrealistic to expect a business to have a completely unblemished five-star record. What’s important is how the business responds to customer concerns and genuine mistakes made by their teams. If a company doesn’t respond to negative criticism or is dismissive, this should be a red flag. Rather, look for businesses that address feedback candidly and professionally, and makes an honest attempt to rectify errors– this is a sign of a company that takes customer service and its reputation seriously.
7. Ask For References!
Finally, don’t be afraid to ask a company for references from previous customers. Many businesses are willing to provide references that you can contact to ask about their experiences with the company, including their professionalism, whether the project was completed on time and within budget, and the quality of their work.
What Next?
To find out more about our products and services, please contact Harveys today or contact us directly by calling 01162334441.
