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User-generated comment boosts B&Q's online figures

Published: 18 February 2010
Customer reviews and feedback leads to 40% increase in product click-throughs on DIY giant's website www.diy.com
User-generated comment boosts B&Q's online figures
The launch of the customer-powered helpdesk 'Ask & Answer' and a ratings function on www.diy.com last November has resulted in notable rise in product viewing figures.

B&Q implemented a ratings and reviews tool from Bazaarvoice as part of a major re-design of the site at the end of 2009. The retailer has since reported a 40% boost in click through rates, with significantly higher click through for products featuring a four of five star rating.

The ratings and reviews tool and Ask & Answer enable B&Q to open up web-based interactions and track the impact customer-generated content has on sales, as well as site conversion rates and engagement.

The Kingfisher-owned chain has also announced that it will be introducing the Bazaarvoice Stories platform this year to help grow its online community further. Users will be able to voice their experiences with the retailer and even provide product ideas.

B&Q multi-channel development manager Joanna Robb commented on the move: "Customer ratings and reviews are a no-brainer for today's online retailer. Bazaarvoice's technology means customers don't just have to listen to us, but can talk with each other, helping them in the decision-making process."

Bazaarvoice international vice-president Andy Leaver said: "User-generated content is something that consumers have come to expect...B&Q understands the value of tapping the consumer voice."

Comments

Published prior to March 2014
By Norman Wright
I would like to comment on both these stores, as I have always found the staff helpful & informed with the wide range of products, my use of B&Q spans many years as I am now 65yrs and still going stronge
Published prior to March 2014
By Patricia Gilson
It is a very long time since I have such good service from a store, even John Lewis.
Sharon who I understand manages the paint/decorating section at Eltham recently went more than the extra mile to help me obtain the |Monsoon wallpaper I wanted.

We have always been a supporter of the Eltham Store - I do not think big is always beautiful, but without a doubt over the past couple of years it has gone from strength to strength.

The week-end you had the 20% off we bought a varied lot of goods, some rather heavy and Allan did not hesitate to help us scan them and help put them in the car.

Keep up the good work Eltham.

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