Sleep tech firm Simba has consistently set itself apart by prioritising customer satisfaction and delivering premium-quality sleep products – and this hard work and ‘customer-first’ ethos has been reinforced as the brand celebrates reaching the significant milestone of 50,000 Trustpilot reviews …
From its inaugural Trustpilot review in August 2016 to the 50,000th (both 5-star!), Simba has proudly maintained a market-leading Trustscore of 4.5. This consistent positive feedback is a powerful validation of the brand’s commitment to excellence, and underscores its focus on doing the right thing by the customer, ensuring their experience with Simba is “nothing short of exceptional”, states the brand.
Simba strives to ensure that every product sold is of the highest quality – only the best is good enough. All beds and mattresses have a 200-night sleep trial in case there are issues, and there is a specialist team ready to talk through customers’ sleep needs and how to better meet their expectations. Each new Simba mattress has a 10-year guarantee with a “market-leading” returns rate, which further validates Simba’s overall customer satisfaction and improved sleep.
In short, the secret to Simba’s success lies in leveraging innovative sleep technology and creating an environment where customers are heard, valued and confident in their purchasing decisions – and Trustpilot has been instrumental in providing a platform where customers can share their genuine experiences in a safe and governed environment, says CEO Steve Reid: “We believe in the power of feedback, and we are focused on reaching good outcomes and creating advocates for the brand.”
Every review, whether positive or critical, is analysed using AI tools to identify key themes and areas for improvement. A dedicated specialist team promptly responds to all reviews, often within hours, to rectify any problems and ensure customer satisfaction
Steve continues: “This feedback loop is vital in building a roadmap for the business, ensuring that we continually enhance our offerings and address any issues that arise.
“We are proud of our fast, on-time, and reliable delivery, with service that customers have grown to expect from a premium brand and product. Delivery teams carry out our delivery services with care to the customer’s room of choice, assist with mattress removal, and with assembly and packaging.”
Most recently, Simba integrated Trustpilot reviews directly onto its website, which has proved to enrich the customer journey with real-time, authentic feedback. This strategy proved beneficial to both site performance and the overall customer experience, says the brand – by inviting every customer to leave a Trustpilot review post-delivery, Simba ensures feedback is both genuine and representative of true customer sentiment.
A recent study from Trustpilot and London Research highlights the significance of verified reviews in consumer decision-making. The research found that 89% of consumers are influenced by star ratings and reviews in their choice of services and products, and that more than four in five UK customers agree that a good Trustpilot score will make it more likely they buy from a brand. These insights are crucial in helping Simba understand its customers better, and in making informed decisions to further enhance their experience.
Steve concludes: “50,000 Trustpilot reviews is not just a number for us – it’s a reflection of our relentless pursuit of the perfect night of sleep and our deep commitment to our customers. As we move forward, we remain dedicated to setting new standards in the sleep industry, driven by the voices of our satisfied customers.”
