We know that this year has proved challenging yet again and so every public service review collected over the past 24 months will count towards a Trusted Service Award in 2023 – it’s our small way of supporting you.

However, this will be the last year we take a 24 month average. For the 2024 Trusted Service Awards, we will revert back to a 12 month average.

We will continue to recognise brands that go above and beyond with a Trusted, Gold or Platinum award in 2023. But, that’s not all.

In addition to our Trusted Service Awards, we will reward a select few outstanding businesses who have strived to achieve exceptional customer service with four new award categories:

• Exceptional Service – Small Business (up to 50 employees)
• Exceptional Service – SME (51 - 250 employees)
• Exceptional Service – Enterprise (over 250 employees)
• Continuous Improvement

Across the 4 new categories, we will be awarding one winner for each sector below:

• Travel
• Retail (brick and mortar)
• Retail (ecommerce)
• Hospitality and leisure
• Business & professional services
• Finance and insurance
• Automotive
• Property

In total, there will be 8 winners per each new Trusted Service Award category.

We will be awarding one winner per industry, for each additional category (Small Business, SME or Enterprise). To be in the running you’ll need to meet the following criteria:

1. You’ve met the criteria to win a Trusted Service Award in 2023
2. You’ve achieved the highest average review score in your industry and category
3. You’ve achieved the highest review reply rate* in your industry and category
4. You’ve achieved the highest review response rate* in your industry and category

*Definitions below:​

Review reply rate – reviews you have responded to via the Feefo platform​

Review response rate – percentage of review request sent to review received

Whilst we applaud your valuable efforts to communicate directly with your customers, unfortunately we cannot take this activity into consideration when measuring activity for Trusted Service Award winners. To help ensure complete fairness and transparency for all award winners, we will only be measuring customer engagement via the Feefo platform as a part of our award criteria.

The continuous improvement category rewards those exceptional businesses who have made consistent improvements to their customer service over the last three years. In order to qualify, you must have:

• achieved a Trusted, Gold or Platinum in the current awards cycle
• demonstrated at least a 0.1 point improvement per year to your average review score over the last 3 years
• started on a score of at least 4.0

We will be awarding one winner per industry for our continuous improvement category. To be named a winner, you will have needed to:

• achieve the largest review score increase in your industry over the 3 year period
• achieve the highest review reply rate* in your industry and category
• achieve the highest review response rate* in your industry and category

*Definitions below:​
Review reply rate – reviews you have responded to via the Feefo platform​
Review response rate – percentage of review request sent to review received

Your winners code gives you access to your Trusted Service assets, which you can use across social media channels, with the hashtag #FeefoTrusted. You will also find handy social sharing buttons, with a suggested message to help you let the world know. We recommend thanking your customers for leaving their valuable reviews, for example: We’ve won the @Feefo_Official Trusted Service award 2023! Thanks to all our customers for sharing their ratings and reviews! #FeefoTrusted.