Dawson’s achieve the gold standard

February 23, 2017

At Dawson’s, we put our customers first in everything we do, whether that’s selecting the very best products for your fire, stove or heating system, or working hard to keep our prices amongst the lowest you’ll find online.

We care what our customers think, because it is your opinions that tell us if we’re getting things right, and where we need to work harder to meet and exceed your expectations. That’s why we use Feefo, the online customer feedback system.

What is Feefo?

Feefo is an award winning feedback system that gathers responses from customers after they have made a purchase online. Unlike other ratings systems, Feefo only gathers information from actual customers, straight after they have experienced our service. These aren’t industry opinions, or fake reviews from our family and friends; these are real Dawson’s customers, just like you.

Feefo has been gathering customer feedback for thousands of companies since 2010, and was named as a one to watch in the Sunday Times Tech Track in 2014. This prediction was right, and Feefo has since risen to no.55 in the Tech Track ratings of UK technology companies. There have also been many other industry awards for Feefo, including Digital Business of the Year at the Amazon Growing Business Awards, and a Silver award at the British Travel Awards.

What is a Feefo Gold Trusted Merchant?

To become a Gold Trusted Merchant on Feefo, you need to have more than 100 reviews per year and achieve an average customer satisfaction score of 95% or more. By contrast, a simple Trusted merchant only needs to achieve 85%.

How did Dawson’s rate on Feefo?

Last year, Dawson’s received a remarkable 98% positive score for our customer service and a 96% positive score for our products. What’s more, our customers were so impressed that no less than 252 took the time to provide Feefo feedback. Take a look at some of our Feefo reviews online and you’ll see just how delighted Dawson’s customers are.

How have we achieved this?

Dawson’s have gained such a high rating by focusing on bringing the very best products to our customers at the best possible prices, from biomass to logs, coal to smokeless fuel, kindling to firelighters. What’s more, we offer free delivery across mainland UK, and will even deliver to the British islands, Ireland and France for a small additional charge.

We also believe in offering you the best possible customer service, whether you are enquiring online or on the phone. All our team take pride in how we treat our customers from the moment you place your order, to its delivery to your door by one of our friendly, helpful drivers.

We can do even better

We’re rightly proud to have a 98% satisfaction rating for our customer service, but we’re not resting on our laurels because we know we can still do better. We will continue to refine and improve our products and services, based on our Feefo feedback, until 100% of our customers are happy. Then we’ll start working on making you all even happier.

So, a huge thanks to all of our customers who took the time to complete the Feefo feedback and help us earn this prestigious award. We really appreciate your support and we will keep working hard to live up to your kind words.