NEW - Trust Pilot review

Discuss Christopher Ward watches
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Re: NEW - Trust Pilot review

Post by Bahnstormer_vRS » Wed Feb 14, 2018 11:30 am

Caller wrote:......

How do companies rate such results?
......
I guess its up to the Company themselves to determine how they respond to the results.

For CWL they are a stand alone business, and they will want to be as good as possible; unless they are able to look at other watch retailers results.

From my experience in the motor trade, a Manufacturer will, likely, have their own internal review system with the results fiercely contested between dealerships. Anything less than a 5/5 'extremely satisfied' is considered a fail.

Guy

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Re: NEW - Trust Pilot review

Post by what-time-is-it » Wed Feb 14, 2018 11:37 am

71st in the Watches category on Trustpilot with plenty of room for improvement if they treat customer satisfaction seriously.
https://uk.trustpilot.com/categories/watches
Current collection incl Alpina, Breitling, Casio, Citizen, Eterna, Oris, Rado, Rolex, Seiko, Tag, Timex & Tudor.

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Re: NEW - Trust Pilot review

Post by Bahnstormer_vRS » Wed Feb 14, 2018 12:00 pm

what-time-is-it wrote:71st in the Watches category on Trustpilot with plenty of room for improvement if they treat customer satisfaction seriously.
https://uk.trustpilot.com/categories/watches
Thanks for the link. :thumbup:

CWL at 71st with 4 stars from 1,287 reviews | TrustScore 8.8 are notably above . . . .

C W Sellors - Jura Watches who are 95th with 2,276 reviews | TrustScore 8.1

Hopefully CWL will use the review feedback well and improve.

Guy
C20 FLE |C4 |C5A MkI |C5 BOB |C6 |C7 MkI 47AD |C7 MkII Harrier |C7 Auto Chrono |C70 x2
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C60 Apex |C60 Chrono P'type |C65 Khaki |C600 x2 |C1000 |C4&W7 BBMF

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Re: NEW - Trust Pilot review

Post by Caller » Wed Feb 14, 2018 4:10 pm

72nd now!

Of those above them, only Nite at 39 with a score of 9.5, are a company producing watches as opposed to being a retailer.

I agree that they really should be using the feedback to improve matters. At least it demonstrates it's just not a load of whingers on the forum moaning and that there are real issues for them to address, because as stated above, the complaints largely concern QC, CS, the website and returns / repair issues.
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Re: NEW - Trust Pilot review

Post by what-time-is-it » Wed Feb 28, 2018 11:21 am

71st on the list, but at a glance the reviews seem to be improving.
https://uk.trustpilot.com/categories/watches?page=4
Current collection incl Alpina, Breitling, Casio, Citizen, Eterna, Oris, Rado, Rolex, Seiko, Tag, Timex & Tudor.

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Re: NEW - Trust Pilot review

Post by Tyke » Wed Feb 28, 2018 11:58 am

Bahnstormer_vRS wrote:
what-time-is-it wrote:71st in the Watches category on Trustpilot with plenty of room for improvement if they treat customer satisfaction seriously.
https://uk.trustpilot.com/categories/watches
Thanks for the link. :thumbup:

CWL at 71st with 4 stars from 1,287 reviews | TrustScore 8.8 are notably above . . . .

C W Sellors - Jura Watches who are 95th with 2,276 reviews | TrustScore 8.1

Hopefully CWL will use the review feedback well and improve.

Guy
At least they are above Jura, but that's a pretty low bar to jump over because Jura's CS is garbage.

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Re: NEW - Trust Pilot review

Post by what-time-is-it » Tue Mar 06, 2018 5:48 pm

73rd this week, not necessarily down to bad reviews - seems to be other companies improving at a faster rate.
https://uk.trustpilot.com/categories/watches?page=4
Current collection incl Alpina, Breitling, Casio, Citizen, Eterna, Oris, Rado, Rolex, Seiko, Tag, Timex & Tudor.

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Re: NEW - Trust Pilot review

Post by Tyke » Tue Mar 06, 2018 5:51 pm

Jura have dropped as well which is good to see.

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Re: NEW - Trust Pilot review

Post by what-time-is-it » Tue Mar 06, 2018 5:56 pm

Tyke wrote:Jura have dropped as well which is good to see.
Never one to miss an opportunity to have a go at Jura! Although my recent experiences (returns and refunds) were both poor, so although I've used them and had good words to say about Jura in the past, I'd be less keen to use them again. Should leave a review I suppose!
Current collection incl Alpina, Breitling, Casio, Citizen, Eterna, Oris, Rado, Rolex, Seiko, Tag, Timex & Tudor.

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Re: NEW - Trust Pilot review

Post by Tyke » Tue Mar 06, 2018 7:24 pm

what-time-is-it wrote:
Tyke wrote:Jura have dropped as well which is good to see.
Never one to miss an opportunity to have a go at Jura! Although my recent experiences (returns and refunds) were both poor, so although I've used them and had good words to say about Jura in the past, I'd be less keen to use them again. Should leave a review I suppose!
They just make such an inviting target!

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Re: NEW - Trust Pilot review

Post by shalferty75 » Tue Mar 06, 2018 11:29 pm

I have the pleasure of working with customer service surveys but before I’m labelled next to traffic warden & tax man, I’d like to think CW will have a plan. Moving to a public measure for small companies should mean they get timely feedback that allows them to improve. There are some companies I’ve seen that have a desire to measure but fail to develop a strategy on how to improve.

I’ve only had limited experience with CW customer service and found them pretty good.

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Re: NEW - Trust Pilot review

Post by what-time-is-it » Mon Mar 26, 2018 11:29 am

Now dropped to 74th, with quite a few recent reviews relating to returns/servicing.

https://uk.trustpilot.com/review/www.ch ... ward.co.uk
Current collection incl Alpina, Breitling, Casio, Citizen, Eterna, Oris, Rado, Rolex, Seiko, Tag, Timex & Tudor.

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Re: NEW - Trust Pilot review

Post by what-time-is-it » Thu Mar 28, 2019 4:25 pm

Now ranked 70 out of 178 companies in the watch category. They have lots of reviews, so obviously shifting plenty of units.

A quick glance suggests they are either excellent or awful - perhaps a question to ask the chiefs at the next roadshow event what are they doing to improve? Customer service has definitely dropped in the last 12 mths, possibly customer services are unable to cope with increased workloads maybe?

In my dealings with CW this year I've had issues on most orders and the ability to resolve problems quickly in the main appears to have disappeared and at times is a farce. I know we have access to Scott, but that's missing the point - customers shouldn't need to escalate to the c/s manager or Chris, or Mike to get a response.

I have no axe to grind with CW, but on reading some of the complaints I believe what people are saying is accurate and not due to 'bot reviews'.

https://uk.trustpilot.com/review/www.ch ... ward.co.uk
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Re: NEW - Trust Pilot review

Post by Ranger » Thu Mar 28, 2019 10:17 pm

what-time-is-it wrote:
Thu Mar 28, 2019 4:25 pm
A quick glance suggests they are either excellent or awful
https://uk.trustpilot.com/review/www.ch ... ward.co.uk
90% of verified customers have given them Excellent or Great.

6% have given the Poor or Bad.
Gettin' A Whole Lot Older Every Day...

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Re: NEW - Trust Pilot review

Post by what-time-is-it » Thu Mar 28, 2019 10:27 pm

^^ That may be the case, but lots of good and bad reviews recently, whereas I assume the % is based on satisfaction levels since CW started gathering reviews last year.
Current collection incl Alpina, Breitling, Casio, Citizen, Eterna, Oris, Rado, Rolex, Seiko, Tag, Timex & Tudor.

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