Independent furniture retailer celebrates customer review milestone

Independent furniture retailer Choice Furniture Superstore (CFS) is celebrating after achieving a significant customer service milestone.

CFS, which operates online and from its store at Grosvenor Works in Leicester, has surpassed the 10,000 customer reviews milestone on Trustpilot, a testament to the business’ customer service practices and overall company.

The company has scored a 4.9 out of 5 on the platform where it receives regular reviews in a positive nature.

Commenting on the achievement, Sohail Khan, Head of Marketing & Development at CFS, said: “Hitting 10,000 reviews is a massive achievement. We worked tirelessly to achieve this and couldn’t have done it without our team. It means a great deal to the business because not only is 10,000 reviews a huge milestone but with a review score of 4.9 (98 out of 100), it shows our commitment to providing the best products on the market with excellent service.

“We would also like to take this opportunity to thank our suppliers who have worked very professionally with us by supplying goods on time and keeping stocks available at times when shipping rates were sky high and getting container space was a challenge. This milestone also gives great comfort and assurance to future customers that they are shopping in the right place.”

To maintain its commitment to top customer service, the company regularly invests in its systems and staff, with consistent training equally important. Sohail continued: “Our biggest ethos in business is customer satisfaction. We want the whole customer journey with CFS, from initial contact to receiving the delivery, as pleasant and hassle free for our customers. We ensure our staff are well trained and we have given extra leeway to them to ensure the customer’s needs are met.

“In recent times we have invested a significant sum of money in our systems. With the business growing at a very fast pace, we felt we needed a good tailor-made system to ensure easy working processes. We also invest and continue to invest in staff training programmes which better equip our staff to deal with customer expectations.”

CFS said that 2022 has been challenging but revealed that it plans to venture into more Home & Garden categories in the year ahead to further cement its vision to be a “one stop shop for furnishing and decorating a home”.

Sohail said: “It has been a tough year. The war in Ukraine, energy prices and the cost-of-living crisis have affected consumer spending, and achieving sales targets have been challenging. Also, this year was the first where people could travel without all the Covid paperwork, so we felt a lot of consumers have spent their money elsewhere.

“That being said, we are quite proactive in our approach to business and we feel we overcome the challenges faced this year with ease and look forward to pushing onto 2023. We have introduced a new category of made to measure blinds and curtains enabling our customers to buy soft furnishings from us and, in 2023, we plan to expand into more Home & Garden categories.”

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