Endless Gain Reviews 

I initially engaged Endless Gain to work with our company to help rebuild our Analytics and tracking. From there we progressed into CRO for our European business and ultimately rolled out to our Global business. For the last two years we have received an outstanding service level, with complete transparency and incredibly impressive results.

For context, we are a global Consumer business operating websites in 50 countries, 40 languages and multiple currencies.
The initial goal we set for Endless Gain was to increase annual recurring revenue by €2m in Europe. This was easily achieved in the first year and in fact one of the gems they uncovered was rolled out globally and increased revenue by $7m per annum. This was not a simple button change, or wording adjustment, but rather a significant change to our customer journey that was that was proposed on the back of deep customer research and analysis by the Consumer Psychologist in the team. While the change was significant for customers, the execution of the test and implementation of the change was made incredibly easy by EG.

We have worked with multiple CRO agencies in the past, large and small, but the breadth of experience we have access to with Endless Gain is second to none. The Director of Analytics provided an exceptional service to our business and really helped the team understand that 'if you can't measure it, you can't fix it'.
We had previously recruited a 'bug hunting' company to crawl through our websites and conduct cross browser and cross device testing, but EG did this for us too and they identified much more, but were also able to filter this in a way that made sense for us a business to prioritise.
The design services were great not only for creating the tests that we wanted to build, but also for the Heuristic Analysis that was provided to help create hypothesis for testing.
All in all, Endless Gain brought the voice of the customer, front and center in our business.

CRO has provided our business with significant learnings but most of all significant ROI. I have no reservations whatsoever about recommending Endless Gain as the best CRO agency we've come across and the best Digital Agency I've worked with in any field.

We are highly disappointed by the result of our engagement with Endless Gain. Through several meetings, we were assured that our conversion would increase from its current 1%. It came down to 0.8% i.e. there has been a massive 20% drop compared to the same month a year ago. We stopped the “improvements” to the site on 16 June 2016, 3.5 months after engaging them, when our conversion rate had fallen to an all time low of 0.59%, a massive 33.71% reduction on conversion from when the contract was entered into. This is the first time in 15 years of online retail that we have seen such a dramatic decline in our conversions. The tactics that EG use are simple and can be easily found in relevant ‘Ecommerce Best Practice’ blogs. The “eye tracking” methods that they use has proved nothing but a gimmick for us. The massive sum that they charge (close to £50k in our case) for these simple suggestions can be avoided by employing a consultant at a cost of no more than £3k. We have now commissioned a whole web re-design and implementation for less than a third of the fee which they charged us.

We entered into this contract through trusting the “expertise” and “experience” of the EG team. They did a fantastic and very impressive job in pitching the work to us stating that a 5% increase in conversion is very achievable. They had a book that contained images of our website and how the suggested improvements would work. However, we would have expected to receive alerts relating to our declining conversion rate - they should have had our overall conversion rate under a microscope! We never received such an alert. So, while there was a lot of work that had gone into getting our custom and signing the contract, we feel that a much lower commitment has gone into the delivery side.

I suggest that if you enter into a contract with this firm or any business pitching web optimisation, make sure that you ask for solid deliverables - say a 20% increase in conversion. This will ensure that they have your interests at heart and they only get paid if they deliver. Not doing that has not only cost us massively so far, but it also reduced our conversion rate, as we were under the impression that EG would keep tabs on it.

As a small business, this engagement has hurt us and affected staff bonuses. We are confident that now that we have taken direct control of the changes to our website, our conversion rate will be brought back to what it was prior to engaging EG.