“What started out as a tool for better feedback turned into a tool to help us grow and improve our business.” - Adam Slutske, Century Shower Door
Century Shower Door was an early adopter, and in the initial signup group for FeedbackFive. Owner Adam Slutske was looking for a way to monitor and improve the quality of his company’s feedback scores on Amazon, and FeedbackFive seemed like the ideal option.
However, it didn’t take long before the data started to serve bigger purposes.
“FeedbackFive actually helped us drive being better at our business and identifying problems, be it a product, process, or a person,” said Adam.
Century Shower Door began to see FeedbackFive as its most authentic source for customer information. It got to see the real voice of the customer in a way that customer surveys could not reflect. That information has proved extremely valuable from a business operations perspective.
“It makes it easier for us to identify and resolve issues quickly without letting them linger before we get hammered by them,” said Adam.
Century Shower Door uses information from feedback to make decisions on which products to pull and which to promote. The data from FeedbackFive gives a clear picture into the minds of customers and helps the company learn which products they are not happy with. “Even if we know there is nothing wrong with the product, but we are getting bad feedback, we’ll make a decision if we want to continue a product line.”
FeedbackFive also helps Century Shower Door improve its overall communication processes with customers through multiple channels. “Some of it we’ve pulled back because it was too much and some of it we’ve increased because we could tell they wanted more.” The data helps them fine-tune the communication and reach an optimal level with customers.
Century Shower Door uses FeedbackFive on all of its Amazon accounts across several countries. Rather than having to employ a few people to handle customer feedback, one customer service team member collates the feedback, looking for patterns. Adam makes it a priority to see those reports and makes strategic business decisions from them.
“We are a long-time, very happy user for a reason. It’s one of those products that just works great and has applications way beyond the intended use.” FeedbackFive has become an integral and integrated part of the overall business processes at Century Shower Door. “We’ve looked at other products, but nothing else has appealed to us because we are so happy with the way that FeedbackFive works.”