Feefo has made a real difference to Invopak, providing a credible platform for public endorsement of its performance in a competitive market. In 2019, Invopak achieved its target of a Gold Feefo Trusted Service Award, and then went on to gain a Platinum award in early 2020, recognising its sustained commitment to customer service.
As well as providing proof of high performance, Feefo supplies a wealth of insights that help Invopak continually improve its customer experience.
“It really helps to hear how our teams make a difference to the customer,” says Stuart. “Feefo helps us identify potential problems and resolve them. We are not scared of getting negative feedback.”
Negative reviews are subject to debriefs among teams and are used to identify where improvements can be wrought or processes overhauled. Conversations with customers about the reason for their unhappiness often lead to re-ratings and better service.
Specific areas of the business that have benefited from interventions powered by Feefo insights include product packaging procedures, while reviewing content has also led to the introduction of more payment options for customers. Feedback has also led to significant changes in third-party logistics.
“Feefo gives us real insights into customer experience, revealing factors we would never uncover by other means,” said Stuart. “It gives the customer a voice and provides us with ways of measuring our success we never had before. We have a far greater understanding of our customer experience than we ever did.”