Daisy reverses poor online reviews

Twelve months ago, the company was rated just one star out of five by TrustPilot, and had a trust rating of less than three out of 10. Now, the scores stand at five out of five and 9.2 out of 10.

She said: "Everyone searches online nowadays for those telling reviews to help with their purchasing decisions. Last year, Daisy’s online reputation was disappointing – definitely not representative of our customer-first ethos. Despite our training and processes, things obviously were not working and had to change, and quick.”

The team also proactively contacted customers to seek feedback, rather than waiting for unhappy customers to call in.

Stefni said: "We found that talking to our internal customers - our own Daisy employees - is just as important as speaking to our external customers,” said Stefni. "Who better to come up with new ideas on how we can better help our customers than those to whom we are talking directly?” During National Customer Service Week, which runs from October 2 to 6, Stefni and her teams will be running a number of special initiatives, from job swaps and colleague awards, to managing directors answering phones themselves.