Ever since January 2014, Kite Packaging has been working closely with Trustpilot, collecting honest reviews from actual customers who've purchased through our website or via our friendly sales team over the phone. Initially, we saw Trustpilot as a great marketing tool, using positive reviews to enhance our visibility in Google search results. However, Kite soon realized that these reviews were far more impactful than just a promotional tool—they allowed us to build a genuine connection with our customers.
Shopping online can sometimes feel detached, but at Kite, we strive to make every customer feel valued as a partner. That's why we respond to every single review—whether it's positive or negative—and we’re proud to be the only packaging company in the UK to do so. Our teams genuinely appreciate hearing your thoughts, and all your feedback is shared with the relevant departments. For instance, if you rave about our products and pricing, our purchasing team takes notice. If you praise our customer service, our service desk listens intently. If your delivery was flawless, our warehouse and carriers are informed. And if you had an exceptional experience with someone handling your order or setting up your account, you can bet your feedback reaches our internal accounts team. Your kind words serve as a strong motivator for our employees, encouraging them to continue delivering top-notch service daily.
Beyond responding to reviews, we’ve integrated Trustpilot into our decision-making processes. Many of our new initiatives and operational strategies stem directly from your input. For example, since implementing Trustpilot into our order system, we've become aware of areas where we can improve, such as ensuring our products arrive in pristine condition. In our warehouse, our manager, Simon, starts each day by sharing customer reviews about packaging with the team. He also demonstrates best practices for wrapping, bagging, and labeling items. These daily briefings have become essential to how our warehouse operates, and within a short time, we've already noticed impressive feedback from customers regarding the presentation of their goods.
We don't stop there. If you suggest expanding our product range, it becomes a priority for our purchasing team. They work diligently to source high-quality, competitively priced items tailored to meet your needs. In several instances, we’ve even revisited our pricing structures and spare parts to create more cost-effective solutions that suit your business. It’s all part of our commitment to listening and improving based on your feedback. So, the next time you place an order with us, take a few minutes to visit our Trustpilot page and let us know what you think. Your insights help keep Kite moving forward.
Thank you for your ongoing support and for helping us soar higher!
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Making The Most Of Trustpilot Reviews
By Jake Kirk
• Friday 25th July 2014