From humble beginnings to one of the leading mobile phone recycling companies in Europe, Mazuma Mobile have really impressed us since they came on-board in 2010.
Today, Mazuma Mobile amaze us once more – they’ve just become one of the first companies in the UK to reach 100,000 Trustpilot reviews, while maintaining a five-star rating and TrustScore of 9.8 out of 10. This makes them one the most successful businesses on Trustpilot to date.
Hitting the 100,000 reviews milestone is an excellent achievement in itself, but what’s more impressive is the way Mazuma uses online reviews to establish outstanding levels of trust with such a large customer base.
Mazuma relies on consumers having the confidence to send valuable mobile devices in the post in exchange for cash. Trust and transparency is vital to their success. By embracing online reviews and everything Trustpilot has to offer, the company has been able to build customer loyalty and advocacy online, while setting a great example to online businesses that are looking to follow suit.
One example of Mazuma’s ingenuity is through Trustpilot’s tool linking online reviews to individual transactions. This means that any reported negative experiences can be immediately tracked to the relevant order and therefore solved quickly in a public space. Not only does this transform negative reviews into positive experiences, it also shows Mazuma Mobile’s proactive response to all customer feedback.
As Trustpilot’s Trust Economy research has shown, consumers are 15% more likely to make a purchase if they can see that problems have been resolved online, and Mazuma is doing a great job of letting consumers see this.
According to Charlo Carabott, Mazuma Mobile’s managing director and founder, the negative reviews can even be the best.
“Negative reviews are the most useful because they continue to challenge our methods and teach us more about what our customers want,” he says. Mazuma do not run from negative reviews. Instead, Mazuma uses feedback from negative reviews to highlight sections of the customer experience that need to be improved. Any recurring problems are then factored into long term business planning. The result is greater customer satisfaction overall.
With 77% of consumers now consulting online reviews before making a purchase online, it is more important than ever to adopt a transparent customer feedback process. For businesses looking for inspiration on how to go about this, Mazuma is a shining example of how to get the most of what online reviews have to offer. In the meantime, we’ll look forward to Mazuma reaching its next 100,000 reviews!