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We work with over 6,000 brands worldwide, from household names to local heroes. See what a few of our customers have to say about their results with Feefo.



Andertons, the musical instrument retailer, relies on traffic from their social channels. After implementing Advertising for Facebook with Feefo, and split testing against ads without, they reported:&nbsp;<ul><li>151% higher conversion rate on ads</li><li>190% increase in overall conversion value</li><li>30% higher return on ad spend (ROAS)</li><li>11% reduction in cost-per-click (CPC) for ads featuring Feefo reviews.</li></ul><h2>Introduction&nbsp;</h2>Andertons Music Co. is a family-run musical instrument retailer with more than 50 years’ experience serving the UK and overseas. The company prides itself on a dedication to world-class customer satisfaction.&nbsp;&nbsp;Andertons has been collecting feedback from its customers, using the Feefo platform, since 2011. By using Feefo’s insights and customer feedback, Andertons has been able to further improve its customer service offering over the years, driving the all-important experience Andertons’ customers have learned to love and expect.&nbsp;<h2>The challenge&nbsp;</h2>Social media is a channel in the modern commerce-sphere that simply cannot be ignored. While Feefo has predominantly been used by Andertons to aid customer service and increase buyer trust, there was an opportunity to provide a superior shopping experience by combining Feefo and Facebook.&nbsp;&nbsp;As part of its digital strategy, Andertons has been trialling the effectiveness of paid Facebook adverts, and more notably product retargeting. Due to having an enormous product catalogue and the restrictions on targeting in Facebook’s native advertising platform, costs were beginning to exceed the business KPIs.&nbsp;&nbsp;If Andertons was going to start effectively using this channel, it needed a solution to ensure its ads were more relevant, engaging and targeted. They needed to increase click-through rate (CTR), reduce spend, and ensure a positive return on ad spend (ROAS).&nbsp;

Digital Marketing Manager, Andertons

<h2>The solution&nbsp;</h2>Advertising for Facebook takes the ratings collected by Feefo and imports them dynamically into Facebook ads. Andertons was able to seamlessly manage the dynamic ads within its Facebook Ad Portal, using the skills they already had in-house.&nbsp;&nbsp;Using Dynamic Ads, Andertons could retarget consumers who had previously viewed but not purchased products. With Feefo’s Advertising for Facebook tool enabled, products that customers had been browsing appeared in the ads, along with their Feefo star rating. This increased confidence in the products and encouraged the audience to engage.&nbsp;Andertons has a catalogue of over 15,000 products, but Advertising for Facebook also allowed the company to narrow its product selection for ads, to only show those products that have received four- or five-star reviews from previous purchasers.&nbsp;<h2>Testing&nbsp;</h2>To find out how effective Advertising for Facebook was to its business, Andertons ran a split test for two weeks on Facebook. After applying Feefo data, the reduced size catalogue was used for testing on both fronts. One set of ads featured products only, the other showed products alongside their star rating. There was no bias in the test, meaning Facebook served the most appropriate ad based on previous interactions and success. To enable a fair result, ad spend was not limited.&nbsp;

<h2>The results&nbsp;</h2>After the two-week testing period, the results Andertons witnessed were, as expected, in favour of ads that integrated Feefo product rating.&nbsp;&nbsp;Click-through rates soared&nbsp;&nbsp;The initial intention of Anderton’s Facebook ads was to encourage re-engagement by winning the click of the consumer back to the website to purchase a previously viewed product as a reduced CPA. Ads with ratings achieved a 170% higher click-through rate compared to those displaying products without a star rating. This highlights the increase in confidence and trust that genuine reviews offer customers.&nbsp;

<h2>Increase in conversion rates and value</h2>Turning a browsing customer into a buying one is imperative for ecommerce success. Andertons’ test showed that conversion rates for dynamic ads displaying star ratings were 151.13% higher than those ads without. The overall conversion value also increased by over 190%.<h2>Improved traffic</h2>Ads with Advertising for Facebook enabled received 59% more impressions than those without. Impressions received by an ad are largely based on its relevancy score, which Facebook calculates to then predict which ad is expected to perform better.&nbsp;The score updates as people interact with the ad. A higher relevancy score means that the visibility of the ad is increased versus others at a lesser cost. It’s important to note all sales text was identical for this test, except for ratings. Though clicks were higher on ads with ratings, the ROAS was 30% higher than those ads without any ratings, and the improved relevancy score meant the CPA was 11.4% less for ads featuring Feefo reviews.

If you want a demo of how Feefo could work for you, or discuss our solutions and opportunities further, get in touch and one of our friendly team will be happy to answer any queries.

Andertons increase conversions and click-through rate with Feefo 

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Andertons

<h2>Introduction</h2>Founded in August 2001, Mazda Motors UK Ltd was&nbsp;conceived in the late 1990s, when Mazda Motor&nbsp;Corporation decided to connect Europe more closely&nbsp;with its core business in Japan. Today, the Kent-based car company has around 135 employees and a network of over 120 dealers, and recently celebrated its 20th anniversary with the launch of Mazda’s first battery electric production car in the UK.

Omni-Channel Retail Manager, Mazda Motors (UK)

<h2>The challenge</h2>With UK car owners among the most knowledgeable in the world, Mazda recognised the importance of&nbsp;establishing credible, independent reviews of its cars and dealers to reassure customers during the purchasing&nbsp;process and build brand trust. Mazda’s core requirement was to have third-party independent reviews, which have credibility with potential&nbsp;customers. The car manufacturer turned to Feefo as a recognised and independent review platform to help fulfil&nbsp;this requirement.&nbsp;<h2>How Feefo has helped</h2>Feefo’s platform was quick and easy to set up and&nbsp;integrate. Mazda already benefited from sending out&nbsp;bespoke questionnaires and enjoyed the flexibility the&nbsp;Feefo platform offers to create and send out additional&nbsp;surveys to its customer base.Mazda has found Feefo’s survey tool particularly useful.&nbsp;The company recently used surveys to gain greater&nbsp;insight from its customer base, which has proved to be&nbsp;invaluable for the business.The insight from the survey work completed has&nbsp;supported and helped to align Mazda’s omnichannel&nbsp;strategy. The company now has insight into customers’&nbsp;future purchase intentions and can offer them the most&nbsp;suitable blended physical and digital purchase journey.&nbsp;The business can use the Feefo platform to send surveys at&nbsp;multiple touchpoints, gaining valuable insights throughout&nbsp;the customer journey for both retail and fleet customers.<h2>The results</h2>Since implementing Feefo reviews, Mazda has seen an&nbsp;improvement in its digital performance. From a platform&nbsp;perspective, Mazda’s website bounce rate improved by&nbsp;8%, and the company saw additional SEO improvements&nbsp;with an increase in the number of keywords entering the&nbsp;top 10 positions. Platform conversion rate also improved&nbsp;by 7%.The company has used insights from the survey tool as&nbsp;a reference point to support its digital strategy. Mazda&nbsp;has benefited from a deeper awareness of its current&nbsp;and future customer requirements throughout their&nbsp;ownership of a Mazda car, both in the physical and&nbsp;digital environment. The data gleaned from customer&nbsp;feedback has given the company a greater depth of&nbsp;insight across a much broader mix of age, gender, and&nbsp;individual consumer preferences.Feefo reviews have helped Mazda understand its&nbsp;customer base in far more detail than had previously&nbsp;been possible. Mazda has been able to identify any&nbsp;customer experience and product concerns from&nbsp;its Feefo reviews and reply to customers proactively&nbsp;through the platform, dealing with issues quickly to&nbsp;prevent them from escalating.The insights collected from customer feedback have&nbsp;also helped Mazda validate its omnichannel strategy&nbsp;and identify future requirements for its dealer network.&nbsp;This includes the need to have independent reviews of&nbsp;Mazda vehicles, which the company can then display&nbsp;across its national and dealer websites to provide&nbsp;customers with dealer, brand and product reassurance&nbsp;while browsing online. <h2>What’s next for Mazda?</h2>Feefo has been invaluable in supporting Mazda’s&nbsp;internal measurement of its customer experience&nbsp;strategy and providing a platform that allows the&nbsp;business to conduct and gather quantifiable insight.In future, Mazda wants to ensure it uses insight to&nbsp;have a relevant and robust omnichannel strategy that&nbsp;supports and enhances brand awareness and instills&nbsp;trust among its customers and prospects.

Mazda fuels brand trust with Feefo reviews and surveys

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Mazda

<h2>Introduction</h2>Flight Centre Travel Group is one of Canada’s largest travel retailers and it’s headquartered in Toronto and Vancouver. It has locations and agents across Ontario and British Columbia that support multiple travel brands and focuses on the leisure, corporate/business, luxury, and group travel markets - and lots more in between. Its Leisure division is more than just a ‘bricks-and-mortar’ operation though. Its travel consultants - or ‘Flighties’ as they like to call themselves - are available in-store and over the phone, with additional support available 24/7. The expertise and experience these agents provide to their customers are what help set Flight Centre Canada head and shoulders above its competition. The Flight Centre Travel Group’s mission is ‘to open up the world for those who want to see’. To deliver that goal it offers tailor-made holidays, group travel, vacation packages, tours, cruises, hotels, and flights – of course.

Customer Experience Manager

<h2>The challenge</h2>Flight Centre Canada’s challenge was one most companies would relish. It’s always had a strong commitment to service and has always been great at delivering it. The problem was Flight Centre didn’t have a way of proving it though. And, as an honest and ethical company, it couldn’t shout out from the rooftops to potential customers how great it was. So, the company needed a centralised, automated process to gather and analyse customer feedback it could use to promote, maintain, and build on its service excellence.That's why it called Feefo in.&nbsp;<h2>How Feefo has helped</h2>After a Flight Centre customer makes a booking with one of its agents Feefo sends them a feedback survey request asking for their views on the service they received. Part of this review invitation includes a Net Promoter Score® (NPS) question. Recognised around the world, NPS is something a company can measure and then act on by asking customers what seems, at first sight, to be a deceptively simple question: ‘How likely are you to recommend the company to a friend or colleague?’ All the customer has to do is tick a scale from zero to ten - with zero ‘being not likely at all’ and ten being ‘extremely likely’. This allows us to place the customer into one of three categories:<ul><li>Promoters (9-10)&nbsp;- these are your most loyal customers. They’ll buy from you again and again and will tell people that they should use you too</li><li>Passives (7-8)&nbsp;- these people have had a good experience when they’ve used you. But they’re not totally loyal and could be tempted away by your competitors</li><li>Detractors (0-6) - you’ve let these customers down. And if you don’t do something about it, they’ll not use you again. Worse than that, they could harm your brand’s reputation by telling others how bad they thought you were</li></ul>Analysing your NPS results can then help you: measure and increase your customer loyalty, make business decisions, and fix problems your customers may have had so they move up your NPS scale. Here are just some of the ways Flight Center puts its NPS findings and reviews to work for itself - and its customers.<h3>Sharing results from the boardroom to the sales floor</h3>Now the company has a trusted and standardised way to measure customer satisfaction it’s been able to put a greater focus on delivering excellence throughout the business. NPS results can be drilled down as far as regions, locations, and individual ‘Flighties’. So, they can now be used to identify opportunities for improvement, service trends, and customer pain points. Feedback scores and analysis are shared with relevant parties across the company every month. The results are also available in real-time for location managers and other support staff. This lets them get straight in touch with customers leaving passive or negative reviews to see how they could have done better. This feedback is also relayed to Marketing, Operations, and the Senior Leadership Team to help guide management decision-making and the company’s strategy.<h3>Fixing little problems…</h3>Location Managers review their NPS responses and service comments at the start of the day. This means individual customer problems can be identified, addressed, and resolved as soon as possible. Doing simple things like this can help build relationships, retain customers, and create brand advocates.<h3>...and bigger issues</h3>Overall trends, from each sales channel, can be identified where similar sentiments are being found in customer comments. For example, at one point agent response times were being given a reason for lower scores. Simple changes to staffing levels and rostering were made to improve the response times. <h3>Letting customers see how great it is</h3>Flight Centre Canada’s NPS scores bear witness to what it already knew. It’s great at delivering the service its customers want and expect. In fact, its NPS scores are amongst the highest in the travel industry. So, the company now uses its NPS feedback to promote itself to customers – old, current, and new. All the reviews it gets are accessible via its website. As an honest company, it’s not afraid to feature the great and not-so-great either to provide customers with total transparency on its service either. It also proudly displays its Feefo Platinum Trusted Service Award badge on its website. Our highest accolade, it’s only presented to companies that have received a Gold Award three years in a row. And Flight Centre Canada will soon be incorporating more of its strong results into other areas of the business such as additional digital formats and its in-store collateral.<h2>Flight Centre Canada and Feefo - a relationship beyond just NPS</h2>NPS results analysis is just one of the ways Feefo helps Flight Centre in its drive to customer excellence. Other Feefo services the company uses include:<ul><li>Feedback request manager&nbsp;- where you can tailor feedback requests to different audiences and get feedback on each step of their customer journey.</li><li>Insight labels&nbsp;- designed to give an at-a-glance look at what’s affecting your business and a better understanding of customer opinions.</li></ul><ul><li>Customer sentiment insight- automatically analyses your review content to see where you’re succeeding, where you can improve, and what makes you special.</li></ul><ul><li>Dynamic topic display&nbsp;- an AI-driven tool that tracks the customer reviews you get and collates them into the most mentioned themes and what your customers think is most important to them</li></ul> <h2>Flight Centre Canada's review of Feefo</h2>

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Flight Centre Canada's NPS journey with Feefo

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Flight Centre Canada

<h2>Introduction</h2>Total Fishing Tackle is a leading provider of fishing equipment, offering a huge range of quality products from top-level angling brands. Catering to every skill level from beginners to angling experts, its extensive collection of products sets the company apart from its competitors.With customer experience at its core, its knowledgeable and passionate team offers the very best in customer service from its popular Essex store and on its website.

Customer Service and Sales Manager

<h2>The challenge</h2>Total Fishing Tackle knew its customers were happy with the service they were receiving. The company received great feedback across eBay, Google and its social media channels, but needed a platform to manage its customer reviews, as well as display them to potential shoppers.The impressive range of products on offer also presented an unexpected challenge - with such a fantastic choice of equipment from a wide range of brands, shoppers were unsure of which products to choose. Feefo helped give Total Fishing Tackle the trust signals it needed to support customers in making more informed decisions and choosing the right products for them.&nbsp;<h2>How Feefo has helped</h2>After signing up with Feefo in November 2018, Total Fishing Tackle was finally able to show potential customers just how great its offering was, by displaying both service and product reviews on its website. Now customers get both a clear idea of the company and the individual products it sells too.<h2>Giving customers the knowledge they need</h2>Feefo’s product reviews mean that online customers have full visibility of the comments from previous purchasers, across the wide selection of products. Star ratings on the product pages give customers the opportunity to make informed decisions – so they can find the right product for their needs.Total Fishing Tackle ensures that its customers know how important feedback is to the business. To build trust, and to show customers how closely the company works alongside Feefo, Total Fishing Tackle uses Feefo’s brand colours across its website and social posts. When customers receive their Feefo feedback request, they know it is legitimate and that their feedback is both important and appreciated in equal measure.<h2>Showcasing amazing customer service</h2>Customer reviews aren’t just useful for online shoppers. Using Feefo’s Insight labels, Total Fishing Tackle can make changes to the business, all based on what its customers are saying. Tracking labels in each review reveals which departments are thriving and which need support. For example, tracking the tag ‘good prices’ within customer feedback told the purchasing team that their price changes were in line with customer expectations. <h2>The results</h2>Feefo had a positive impact on Total Fishing Tackle across the business:<ul><li>Since implementing Feefo, the company has seen an increase in average order value. Customers now spend an average of 38% more per transaction, which has maintained since the introduction of Feefo in November 2018.</li><li>This uplift in sales resulted in the company having to increase the size of its warehouse and office staff to meet the demand - a great ‘problem’ to have.</li><li>Total Fishing Tackle has become so customer focused that reviews now form part of the Customer Service team’s KPIs. The company sets annual targets for its customer feedback to make sure the business delivers the best service possible.</li><li>The company is the proud owner of a Feefo Platinum Service Award, which it uses across all its marketing activities to attract new customers and boost customer confidence.</li></ul>&nbsp;<h3>Total Fishing Tackle’s review of Feefo</h3>

Customer Service and Sales Manager, Total Fishing Tackle

Total Fishing Tackle lands improved average order value with Feefo

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Total Fishing Tackle

Driven by the aim of ‘delighting their customers’, Vauxhall took the decision to integrate Feefo’s customer reviews and insights platform to deliver a deeper understanding of their customer experience. As a result the company has increased the amount of time consumers spend on its website by almost a fifth. A combination of verified reviews and customer-generated photographs has given its website a warmer, more authentic, human feel that has been a definite hit with consumers. <h2>The challenge</h2>In a highly competitive market dominated by multi-national manufacturers, Vauxhall’s website is essential to how it competes, presents its vehicles and engages with hundreds of thousands of customers every day.Vauxhall wanted to use user-generated content to transform the marketing power of their website, build brand confidence among potential car-buyers and create more meaningful engagement. With greater prominence on its website, this content would make the site feel far more user-friendly and authentic, placing the customer firmly centre-stage.

Digital User Experience & E-Commerce Manager

<h2>The solution</h2>After considering a number of review services, Vauxhall selected Feefo to replace its previous platform.“Feefo was superior in every way, just in terms of what you can do, right out-of-the-box.” Jonny Evans, Digital User Experience and eCommerce Manager said. “We can do pretty much whatever we want to because the functionality is there to do it from the early implementation stage. When we moved to a new website platform, out of all the applications we moved, Feefo was the easiest.”Vauxhall customised the Feefo review system to give it distinctive character that closely matched their own brand. When customers are invited to post feedback they are also asked to submit a picture of their vehicle. The photographs, reviews and star ratings are unmissable on the home page and add a layer of authenticity that consumers instantly relate to. This, coupled with the star ratings appearing on the individual car model pages, goes a long way towards increasing trust in the Vauxhall brand and positively influencing consumer buying behaviour.As part of its commitment to creating the most customer-friendly site possible, Vauxhall has also deployed Feefo’s AI-powered Dynamic topic display. This enables visitors to save time finding the aspects of review content that most interests them, such as a car’s boot space or MPG, by quickly selecting from a set of pre-determined “topics”. This provides a huge advantage to Vauxhall over it competitors, especially now consumers are accustomed to fast service and quick access to information.<h2>The results</h2>In the year since it deployed Feefo, Vauxhall has seen a 19% increase in the amount of time visitors spend on its site and an 18% reduction in the bounce rate. The volume of reviews has also increased, thanks to a more determined push from Vauxhall.One of the chief benefits of Feefo for Evans is how the platform’s automation has enabled collection of reviews from customers at different stages of their buying process – something that would never have been possible otherwise. Most of all, however, the prominence of truly engaging customer-generated content has given the entire website a warmer, friendlier, more human feel, in contrast to some of the clinical, technology-obsessed competitor sites.“We find people respond much better to what other people think of our cars,” said Evans. “Consumers are influenced by what their peers buy and say, so it’s important to create customer advocates for our brand. As consumers we all want to know what people like us think and feel about the car we’re interested in. It’s the best set of recommendations there is.”

Vauxhall drives up web engagement by 19% with Feefo

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Vauxhall

Used Kitchen Exchange specialises in the sale and regeneration of used and ex-display kitchens. After implementing Feefo reviews on its website, the company saw impressive results, including:&nbsp;<ul><li>161% increase in courier sales</li><li>35% increase in business growth</li><li>15% increase in turnover</li><li>43% feedback response rate.</li></ul>Read this case study to find out how.&nbsp;<h2>Introduction&nbsp;</h2>Used Kitchen Exchange Ltd specialises in the sale and regeneration of used and ex-display kitchens. Incorporated in 2015, the company focuses on creating innovative solutions and providing outstanding customer service, in line with its family-run approach.&nbsp;<h2>The challenge&nbsp;</h2>Used Kitchen Exchange’s main objective was to gain recognition within the kitchen industry, and with customers. To accomplish this, the company needed to demonstrate how its service differed from competitors.&nbsp;Understanding the value of customer reviews, but unable to sufficiently monitor and utilise conversations on Facebook and Google, Used Kitchen Exchange sought a dedicated solution. In line with its ethos, the company wanted to find a reputable and recognised way of collecting customer reviews that would protect them from spurious feedback.&nbsp;&nbsp;Critically, Used Kitchen Exchange wanted to provide potential customers with the validation they needed to trust the company and show the value of their unique services. Feefo’s invite-only feedback platform stood out immediately, and they began their partnership in early 2017.&nbsp;<h2>The solution&nbsp;</h2>Building reputation through existing customers&nbsp;In order to build its reputation, it was important for Used Kitchen Exchange to collect as many reviews from customers as possible. The company achieved this by incorporating Feefo into the sales process. Every sales advisor explained the importance of feedback to their customers and provided various options to receive a feedback request. This personal touch helped them receive detailed reviews and achieve a higher response rate.&nbsp;

Director, Used Kitchen Exchange

<h2>A service to be trusted&nbsp;</h2>By displaying reviews that were completely genuine, potential customers could trust what they were reading. One of the areas of the business that Used Kitchen Exchange was struggling with before joining Feefo was showing the value of its own delivery service over customers using a third-party service. Thanks to the positive feedback received from satisfied customers, potential customers gained the confidence they needed to complete their purchase and opt for this delivery option.&nbsp;&nbsp;When it comes to replying to feedback, company director Helen Lord responds to all feedback personally. Using Feefo to amplify customer conversations, Used Kitchen Exchange can demonstrate excellent customer service and a willingness to listen to all customers.&nbsp;<h2>Optimising customer touchpoints&nbsp;</h2>The company’s Feefo rating is displayed on the header and footer of the website, so that customers have easy and constant access to genuine reviews. To further maximise the exposure of positive reviews, and build confidence with potential customers, Used Kitchen Exchange picks one positive review per day to showcase as a testimonial across its social media channels.&nbsp;<h2>The results&nbsp;</h2>Increase in sales&nbsp;Many customers mentioned that they chose to purchase from Used Kitchen Exchange after reading the company’s reviews on Feefo. This increase in customer confidence contributed to business growth of 35% in the first six months of implementing Feefo.&nbsp;&nbsp;The addition of seller ratings in Used Kitchen Exchange’s paid ads increased turnover by 15% almost immediately.&nbsp;One of Used Kitchen Exchange’s biggest achievements since displaying genuine reviews is that its courier sales have increased by 161%, showing just how powerful feedback can be.&nbsp;<h2>Building partnerships&nbsp;</h2>Aside from customer growth, the impact of reviews has been widespread across the business. The company has secured many new partnership deals with UK showrooms due to highly visible customer satisfaction rates.&nbsp;<h2>Improved response rates&nbsp;</h2>Used Kitchen Exchange achieves an exceptional feedback response rate of 43%, allowing them to hear from a large proportion of their customers and gain valuable customer insights.&nbsp;&nbsp;Using the Feefo Reporting Toolkit, Used Kitchen Exchange continually improved its offering, resulting in a Feefo rating of 4.9 out of 5 stars.&nbsp;

Used Kitchen Exchange boost sales and turnover with customer feedback

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Used Kitchen Exchange

HomeFuels Direct has been providing a convenient way to order heating oil and other home heating products since 2008. To provide new customers with the confidence to use its service, the company began collecting Feefo customer reviews and has seen the following results:&nbsp;<ul><li>200% increase in website traffic</li><li>69% increase in year-on-year sales</li><li>Increase in social media engagement</li><li>Actionable insights.</li></ul>Read this case study to find out how.&nbsp;<h2>Introduction&nbsp;&nbsp;</h2>HomeFuels Direct has been providing a convenient way to order heating oil and other home heating products since the company was established in 2008. It operates across the UK, helping consumers find instant quotes and delivering an exceptional service.&nbsp;<h2>The challenge&nbsp;</h2>Consumers face a difficult decision when it comes to choosing a provider for their home heating fuels. HomeFuels Direct wanted to make this decision easier for consumers and prove that they were the right choice for them.&nbsp;Aware that up to 74% of online shoppers use reviews to influence their purchasing decision, HomeFuels Direct wanted a solution to collect and showcase the positive experience that happy and loyal customers had with the company. This would provide new customers with more confidence to trust in its service.&nbsp;HomeFuels Direct began collecting reviews on Google but soon became suspicious of fake reviews that couldn’t be traced back to a transaction. The company needed to gain control and safeguard itself from fakes.&nbsp;<blockquote>74% of online shoppers use reviews to influence their purchasing decision. </blockquote><h2>The solution</h2> HomeFuels Direct approached Feefo to help collect real customer reviews that it could showcase on its website, free from fakes.

Owner, HomeFuels Direct

<h2>Only genuine feedback&nbsp;</h2>Feefo’s invite-only feedback platform meant that HomeFuels Direct could invite all its customers who had made a purchase, ensuring all feedback was 100% genuine.&nbsp;HomeFuels Direct was keen to showcase the reviews it was receiving from customers. The company quickly added reviews to its website, so consumers could scroll through reviews to help them make their purchase decision.&nbsp;&nbsp;The company also added its Feefo star rating to key areas of the website, for example next to the shopping basket and on the website header, which is visible on every page. HomeFuels Direct also added its Feefo rating and best reviews to marketing collateral, social media posts and emails to showcase its 4.5 star rating.&nbsp;Reporting to the whole business&nbsp;Using Feefo’s reporting suite, HomeFuels Direct can accurately identify areas of the business that are performing well and those that require improvements. Reports are collated by a member of the operations team who informs the wider team about what customers are saying.&nbsp;<h2>The results&nbsp;</h2>Collecting reviews impacted HomeFuels Direct across the whole business. From social media channels to the website, the increased engagement delivered exceptional results.&nbsp;

<h2>Increased engagement&nbsp;</h2>HomeFuels Direct’s ‘Feefo Friday’ social media campaign showcased the company’s best customer feedback. The campaign delivered its highest social media engagement rates to date.&nbsp;<h2>Actionable insights&nbsp;&nbsp;</h2>Insights collected using Feefo’s reporting suite showed that customers wanted more updates regarding their order. HomeFuels Direct took this information on board and the company now provides more real-time updates so that customers can track their order more accurately.&nbsp;<h2>Boost in traffic and sales&nbsp;</h2>After incorporating reviews into all touchpoints in its marketing strategy, HomeFuels Direct has seen a 200% year-on-year increase in traffic (June 2016 – June 2017). Sales have also seen an average increase of 69% year-on-year, demonstrating how displaying Feefo reviews help to transmit trust and confidence to purchase.&nbsp;

HomeFuels Direct utilise reviews to increase sales by 69% YoY

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HomeFuels Direct

<h2>Introduction</h2>The UK’s largest guitar retailer and multi-award-winning company, <a href="https://www.guitarguitar.co.uk/" target="_self">guitarguitar</a>, is on a mission to deliver the best possible customer experience and service. As an employee-owned brand, like Waitrose, each of its 160 expert staff is invested in and committed to delivering the same too.As well its six stores across the UK it sells online now too. And, despite its name, the company deals in more than just guitars. It also sells digital drums, amps, pedals, synths, keyboards, and many other things as well.

Operations Director

<h2>The challenge</h2>Other than anecdotal feedback, the business had no way of knowing what customers thought of guitarguitar. So they couldn’t, as they put it, ‘’celebrate the positives and overcome the negatives.’’<h2>How Feefo has helped</h2>Feefo’s platform has made it easy for guitarguitar to ask customers what they thought of its service and products. The fact the request for feedback wasn’t coming directly from the company has allowed customers to be totally candid in their replies too.guitarguitar uses any negative reviews it gets to address issues directly with the customer, so they can put things right and win back their trust.The company also uses this feedback to proactively improve its processes, procedures, and policies. And it views this as one of the reasons it’s been able to become the UK’s biggest guitar seller, with online sales now representing 50% of its business.Each week guitarguitar sends company reports on the Feefo feedback it gets and uses it in its planning and decision making. For example, issues they saw reflected in its scores have helped it improve its online sales and support team management. It’s also improved its packaging standards as a direct result of Feefo reviews from customers.As Feefo is a Google Licensed Content Partner, guitarguitar has been able to use its impressive star ratings within both organic and paid search campaigns too. That’s proved to be a massive trust signal for new and existing customers.<h2>100% genuine feedback</h2>As an invite-only platform guitarguitar knew all its Feefo reviews were from verified buyers. So it could be sure the feedback it was getting was real. This meant it could confidently use the insights it received, good and not so good, to drive its management policies.<h2>Beyond just stars and words</h2>In addition to star ratings and opinions of the services and products they’ve had from the company, Feefo allows customers to include their own content – such as pictures of them with their instruments. And guitarguitar has found this very valuable in boosting its authenticity, which in turn helps build brand loyalty.<h2>The results</h2>With approaching 33,000 verified customer reviews, guitarguitar has:<ul><li>Seen its website traffic grow by over 23%</li><li>Increased on-site conversions year-on-year by 29%</li></ul><h3>guitarguitar's review of Feefo</h3>

guitarguitar's journey to pitch-perfect customer experiences with Feefo

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Guitarguitar 

Guitar Guitar

Independent travel agency, Meon Valley Travel, is looking to transform the industry through incredible customer service and a passion for excellence.As a multi-faceted, award-winning travel company, they provide a full travel support service for leisure, business and emergency assistance travel, with customers ranging from private clients through to global brands.<h2>The challenge</h2>Meon Valley Travel had no accurate performance indicators or clear view of how their service was perceived by their customers, other than the thank you letters that they regularly received.Needing a comprehensive way of collecting customer reviews, they turned to Feefo to help them connect with their customers; track and improve sales performance, and to find out if they were actually delivering the exceptional customer experience that they promised.

Group Marketing Manager

<h2>The solution</h2>Working closely with an independent developer and Feefo’s own technical team, set up was seamless, and reviews started to roll in within a matter of weeks.The switch to a dynamic invite-only review request system almost immediately paid off, with 10x more feedback coming in from customers. This constant stream of reliable reviews went a long way towards improving relationships with their existing customers. Meanwhile, being able to display the real opinions of genuine customers on their site, as well as in their Google search ads, helped to build trust in the Meon Valley brand amongst prospective customers and greatly improve ad performance.The additional insight also gave Meon Valley a greater understanding into the quality of their customer service and allowed them to make better business decisions to help continually improve the customer experience for future travellers.Feefo now forms an integral part of the day to day operations of Meon Valley. Combined with more efficient CRM and presentation tools, productivity has risen by 43% since its introduction. The quality of customer reviews is now used to help measure sales team performance, with the insight gained informing future improvements to the sales process.<h2>The results</h2>The added trust of displaying genuine customer reviews with Feefo has contributed to significant growth for Meon Valley.2018 saw a 23% increase in sales, due in part to the prominence of having real customer feedback displayed throughout the buying journey.Feefo’s Service Review widget allows visitors to the Meon Valley website to easily access reviews no matter what page they’re visiting, helping grow trust in the service and increasing customer confidence when making a booking.Displaying their Feefo star rating in their Google ads significantly contributed towards a 24% increase in click-through rates for ‘brand name’ searches, driving more traffic to the Meon Valley site and increasing potential sales opportunities.In the very competitive world of business travel, where service is everything, being able to prominently display star ratings on search ads makes Meon Valley stand out from the crowd.

Want to find out more about Feefo? Get in touch

Meon Valley Travel increase sales by 23% with customer reviews

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Meon Valley Travel

The Fragrance Shop is the UK's largest independent fragrance retailer. To improve its customer experience and online conversions, the company turned to Feefo. The results included:&nbsp;<ul><li>5.98% overall click-through rate (CTR)</li><li>1.55% increase in CTRs on ads with Seller Ratings</li><li>0.53% increase in conversion rates.</li></ul><h2>Introduction&nbsp;</h2>The Fragrance Shop is the UK’s largest independent fragrance retailer. Established in 1994, and now showcasing over 130 brands, The Fragrance Shop operates 177 stores nationally, with a mission to make mainstream and luxury fragrance available to all.&nbsp;<h2>The challenge&nbsp;</h2>As part of its growth strategy, the company tasked Feefo with providing a solution to improve the customer experience and online conversions.&nbsp;&nbsp;The Fragrance Shop implemented Feefo’s reviews solution to hear from customers, in order to provide a better service and use feedback to improve online conversions.&nbsp;<h2>The solution&nbsp;</h2>As a core value, maintaining exceptional service was crucial as The Fragrance Shop expanded. To achieve this, the company invited every customer who had completed a transaction to leave their valuable feedback.&nbsp;&nbsp;Using the powerful Feefo feedback suite, The Fragrance Shop was able to track, analyse and respond to reviews, using feedback as a platform to demonstrate outstanding after-sales service. By attributing feedback to each customer, The Fragrance Shop was able to improve its offering, both online and in-store.&nbsp;<h2>The results&nbsp;</h2><h3>Sales built on trust&nbsp;</h3>The Fragrance Shop needed to ensure that potential customers were confident in their buying decisions. Feefo identified key areas of The Fragrance Shop’s website to implement trust signals, such as its Feefo Service Rating, and reviews on product pages. By displaying its commitment to collecting only genuine reviews, The Fragrance Shop saw an improvement in sales.&nbsp;<ul><li>Total sales increased by 9.4%</li><li>Like-for-like sales increased by 5.5%</li><li>Website traffic increased by 38%&nbsp;</li></ul>

Customer Operations Manager, The Fragrance Shop

<h3>Improved AdWords campaigns&nbsp;&nbsp;</h3>In such a competitive industry, standing out from the crowd was critical. Feefo identified an opportunity to improve The Fragrance Shop’s position in AdWords campaigns. As a Google Licensed Content Partner, reviews from Feefo were displayed as Seller Ratings, helping to drive additional traffic and sales.&nbsp;<ul><li>Conversion rate increased by 0.53%</li></ul><ul><li>CTR on ads with Seller Ratings increased by 1.55%</li><li>Overall CTR of 5.98% (above industry average of 2%)</li></ul>

How The Fragrance Shop used reviews to boost sales and improve customer service

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The Fragrance Shop

First Intuition is a classroom and online training supplier specialising in accounting certifications. The company turned to Feefo reviews to help them improve its online user experience and increase bookings. The results they’ve seen include:&nbsp;<ul><li>87% increase in website conversions</li><li>36% increase in click-through rates (CTRs) on AdWords</li><li>32% uplift in page views per session</li><li>135% increase in first-time visitors.</li></ul>Read this case study to find out how.&nbsp;<h2>Introduction&nbsp;</h2>Founded in 2007, First Intuition is a classroom and online training supplier specialising in accounting certifications. The company aims to be the first choice for students and employers seeking an accountancy tuition provider. Over the past 10 years, First Intuition has helped thousands of students to pass their ICAEW, AAT, CIMA and ACCA exams.&nbsp;<h2>The challenge&nbsp;</h2>Customer service is at the heart of everything for First Intuition. Providing a bespoke and flexible personal service is one of its key differentiators, something that stands the business apart from competitors. First Intuition sought a way to showcase this differentiator, while simultaneously improving its user experience, as well as boosting traffic and sales.&nbsp;<blockquote>Feefo reviews increased users’ time spent on site by 10%. </blockquote><h2>The solution</h2>In 2015, First Intuition chose Feefo to collect and display trusted customer reviews and achieve its business goal of maintaining and displaying high customer service levels. First Intuition invited its customers to rate and review its service. The company then displayed this content using JavaScript within the header of its website so that it could be seen and accessed from every page. First Intuition also placed its service rating prominently next to key pages to encourage conversions.To improve the experience of First Intuition’s website visitors, the company displayed trusted reviews from Feefo prominently on every single page of the site. This gave new and existing customers a trusted source of information about the service, and encouraged them to spend longer on-site, visiting more pages, before converting.As a Google Licensed Content Partner, Feefo helped First Intuition to achieve Google Seller Ratings, to drive more qualified traffic to the site. The addition of star ratings within AdWords ads can increase click-through rate (CTR). Finally, to make the most of its excellent service rating and drive more conversions, First Intuition displayed its service rating close to its call toaction. This technique was carried out on other key areas of the website, such as the ‘How to book’ page.

Marketing and Operations Manager, First Intuition

<h2>The results&nbsp;</h2><h3>A better user experience&nbsp;</h3>By displaying genuine customer reviews on site, First Intuition saw an uplift of 32% more page views per session and a 10% increase in time spent on site, year-on-year. First Intuition also found this trusted information helped to retain users and in the first month of integration, site bounce rates decreased by 18%.&nbsp;<h3>Improved traffic&nbsp;</h3>After achieving Google Seller Ratings, the CTR on First Intuition’s AdWords ads grew by 36% (January 2015 vs. January 2017). The company also saw an 8% increase in paid traffic in the first month of implementation and a 135% rise in first-time visitors since Feefo’s implementation in May 2015.&nbsp;<h3>Increased online conversions&nbsp;</h3>By displaying its Feefo service rating close to the ‘Book online’ call to action within the header of its website, First Intuition experienced an 87% increase in website conversions, year-on-year. This technique benefited other areas of the site too, such as the ‘How to book page’, which saw an increase of 111% visits, year-on-year.&nbsp;

First Intuition

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Muddy Puddles is a leading online retailer of children’s waterproof clothing, supplying waterproofs to parents, schools and nurseries. The company sought a way to better understand its customers, enhance its offering and improve customer retention. After enlisting Feefo to achieve this, Muddy Puddles enjoyed the following results:&nbsp;<ul><li>300% increase in click-through rates</li><li>14% increase in on-site conversion rates</li><li>New product development</li><li>Gained Seller Ratings on paid ads.</li></ul>Read this case study to find out how.&nbsp;<h2>Introduction&nbsp;</h2>Established in 1995 by Susie Cullen, Muddy Puddles is a leading online retailer of children’s waterproof clothing. An advocate of children exploring the outdoors, whatever the weather, Muddy Puddles supplies waterproofs to thousands of parents and more than 1,000 schools and nurseries.&nbsp;<h2>The challenge&nbsp;</h2>Muddy Puddles’ challenge was two-fold. The company sought a way to better understand customer opinion to improve its products and service, while simultaneously improving customer acquisition.&nbsp;&nbsp;In terms of customer opinion, Muddy Puddles was interested in what product features customers liked, what new features customers would like to see introduced, and what could be improved, both from a product and service perspective.&nbsp;By improving these aspects, Muddy Puddles aimed to enhance trust within its brand and increase consumer confidence, drive more repeat traffic to the website and boost online conversions.&nbsp;<blockquote>71% of people will leave a review after a good experience&nbsp;</blockquote><h2>The solution&nbsp;</h2>Peer-to-peer reviews and word-of-mouth are key levers in the children’s retail market for increasing brand awareness, gaining new customers and building trust.&nbsp;&nbsp;Feefo used its invite-only platform to ask genuine customers of Muddy Puddles to rate and review both its service and products.&nbsp;&nbsp;The company added this feedback to its website and used it in multiple ways to build trust, increase traffic and boost sales. The Feefo reporting suite also gave Muddy Puddles richer insights into what its customers were saying about both its service and individual products.&nbsp;

Head of Customer Success, Feefo

<h2>Understanding customer opinion&nbsp;</h2>Feefo’s innovative reporting suite allowed Muddy Puddles to drill down into its data using insight tags and advanced filter options. This made it easy to understand and track what customers were saying. It also enabled Muddy Puddles to make confident operational and business decisions to improve both its product and service offering.&nbsp;<h2>Improving trust and customer acquisition&nbsp;</h2>Leveraging reviews and making them visible in search and on the website was an important way to boost sales.&nbsp;&nbsp;Working with a Google Licensed Content Partner in Feefo, Muddy Puddles demonstrated its fantastic star rating within both organic and paid search campaigns, providing a trust signal to new and existing customers.&nbsp;Feefo’s simple JSON integration meant that the company was able to place product reviews on each product page. Displaying real product reviews helped to increase the confidence of new and existing customers with their decision-making at this stage of the customer journey.&nbsp;<h2>The results&nbsp;</h2>

Digital Marketing Manager, Muddy Puddles 

<h2>Understanding customer opinion&nbsp;</h2>Customer insight powered by Feefo’s reporting suite allowed Muddy Puddles to make confident business and operational changes.&nbsp;&nbsp;For example, the company added stirrups on waterproof trousers, which help keep wellies in place, after listening to genuine customer feedback.&nbsp;&nbsp;To collect better quality feedback, Muddy Puddles also made the business decision to extend the sending of feedback requests by a few days. This gave customers more time to test their waterproofs in the rain, increasing the quality and quantity of responses.&nbsp;<h2>Improving trust and customer acquisition&nbsp;</h2>Muddy Puddles achieved a 4.8 out of 5 customer service rating, which the company displayed prominently on its website and in search.&nbsp;&nbsp;As a result of working with a Google Licensed Content Partner, Muddy Puddles was able to showcase star ratings in its organic and paid search campaigns. Over a two-year period, the company’s AdWords campaigns saw a 300% increase in CTRs.&nbsp;&nbsp;Since integration, Muddy Puddles experienced a 14% increase in on-site conversion rates over a two-year period. This increase is thanks to both an increase in trusted quality traffic and displaying product reviews prominently next to the ‘Add to bag’ call to action.&nbsp;&nbsp;

Muddy Puddles increase click-through rate by 300%

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Muddy Puddles

<h2>The challenge</h2>Founded on the principle of delivering a best-in-class customer experience, Synergy Car Leasing, the UK’s Fastest Growing Leasing Broker in its class 2019-20, supplies all makes and models of new vehicles nationally to both businesses and private individuals. Having spent over five years painstakingly gathering their own feedback, as the business continued to grow, they found the process was becoming too labour intensive, and the results, no matter how impressive, were just not having the desired impact. They needed a strong platform that enabled them to collect independent reviews that would increase consumer confidence in their service and would save them time by automating the feedback collection process.

CEO & Founder

<h2>The solution</h2>Having the increased visibility of real reviews from verified customers has allowed Synergy to further enhance their reputation, credibility and success for delivering an excellent customer experience – the very principle on which the business was founded in 2006. Synergy has been recognised by Feefo for consistently delivering a best-in-class customer experience, achieving the Feefo Gold Trusted Service Award for 6 consecutive years and is now a winner of the first Feefo Platinum Trusted Service Award.Feedback is openly shared among the Synergy team on a regular basis, creating a continuous improvement culture within the company; with valuable insights gained driving further improvements to customer experience. It facilitates connectivity with the customer and gives the ability to respond in a meaningful way. The streamlined feedback collection process integrates with Synergy’s own CRM, automatically distributing feedback requests to every customer upon successful completion of a transaction.This new process has saved Synergy 8.5 working days a year on average, freeing up valuable resource to focus on other aspects of the business, such as optimising website performance, refining their customer experience and delivering their growth strategy.<h2>The results</h2>Synergy has now collected over 6000 verified product and service reviews, with an outstanding response rate to feedback requests of 47%. The volume and depth and breadth of feedback is helping Synergy to enhance the relevancy of their reviews.Synergy have further improved the organic visibility of their reviews and website by ensuring that each car model’s page contained brand-specific reviews. This is allowing customers to view feedback relevant to the vehicle they’re interested in leasing - as well as the excellent service levels received by fellow customers ordering the same car.Since working with Feefo, Synergy have seen a significant boost in website performance. As an integral part of a wider website optimisation project, traffic increased by 100% over a 12-month period, with overall conversions increasing by over 60%.Using Feefo also gives Synergy the opportunity to track their Net Promoter Score (an industry recognised standard for accurately measuring customer service), giving them valuable insight into the quality of their customer loyalty and satisfaction. Over the past 4 years they achieved a ‘world class’ NPS score of 94 against an industry average of 40, offering further proof to potential customers of their exceptional customer experience.

Synergy Car Leasing achieves 100% increase in web traffic with help of customer reviews

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Synergy Car Leasing case study

Synergy Car Leasing

<h2>The challenge</h2>With extensive experience of working for prestigious companies, blue-chip IT support specialists Totality Services’ senior management places heavy emphasis on customer satisfaction.The IT support industry in London is brutally competitive, which makes high search rankings and SEO optimisation a necessity.To maximise competitive advantage, Totality Services wanted to use the testimony of clients so it could stand out far more prominently for the excellence of its services with genuine feedback that can be used across all marketing channels and help boost SEO rankings.

Co-Founder and Sales Director

<h2>The solution</h2>Totality Services began using the Trustpilot reviews platform, but found it wasn’t able to integrate with the ticketing system for clients’ service requests – a vital requirement.A decision was then taken to adopt Feefo because of how easy it was to integrate seamlessly with Totality Services’ existing tech stack. It also helped that the Feefo brand was very well-known from TV advertising, increasing the likelihood of response rates and more client feedback coming into the Totality Services team.At the conclusion of each assignment, the Feefo platform automatically sends an email to the client, requesting a review of the engineer who dealt with their request.This leaves Totality Services staff free to concentrate on what they are good at – helping clients!

<h2>The results</h2>Since integrating the Feefo platform, Totality Services’ revenues have increased by a remarkable 25% over the financial year, with the conversion rate from website visitors climbing to meet the target of 50%.The company has collected more than 600 reviews at an average star rating of 4.9 out of five, earning it a Feefo Gold Trusted Service Award in 2019. This stellar performance is highlighted on the company website and across all channels, broadcasting the company’s excellence to multiple audiences.High Feefo ratings and the Gold award have also boosted Totality Services’ position in online searches, which is essential when so much business comes through Google.

Totality Services has seen such fast results from its Feefo implementation it is looking forward to more reviews and further growth, building on its Gold Trusted Service Award status and looking to further improve its reputation and customer experience.

Totality Services uses Feefo reviews to rocket revenues by 25% in a year

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Totality Services 

<h2>The challenge</h2>British frozen food retail giant, Iceland wanted an efficient way to tap into the business insight contained within the thousands of customer reviews they had at their disposal.They recognised that identifying any issues would allow them to improve their service, but also saw the potential to use the feedback to inform their messaging, increase customer engagement and ultimately drive more sales.

Customer Response Co-Ordinator

<h2>The solution</h2>Feefo set Iceland up with Customer sentiment insight; powerful AI technology that would automatically analyse the content of Iceland’s customer reviews to give them a clear and accurate view of what was happening within the business in real time.Customers were asked to provide feedback on every aspect of the company including customer service, home delivery service, online delivery service and product preferences.With an accurate understanding of the issues that mattered most to their shoppers, Iceland could set about using what they’d learned to create highly-targeted marketing campaigns.As a first step, Iceland used sentiment analysis to uncover what customers cared about most when it came to their products and service, and subsequently group these customer preferences. Once these profiles had been defined, it made it easy for Iceland to start targeting ad campaigns to suit the customer. Using an appropriate tone of voice, and messaging that best reflected the opinions of each demographic, Iceland were able to look at creating a set of campaigns that were incredibly specific and unique.

<h2>The results</h2>Over a 12-month period Iceland achieved an outstanding Feefo rating of 4.5 out of 5 from over 31,000 real reviews.Iceland has used the insight gathered from all the Feefo feedback and insight to successfully guide the direction of marketing activity and new trial services.<ul><li>For example, during a bagless delivery trial, Iceland used Customer sentiment insight to analyse customers’ thoughts about the trial service and were able to determine that a portion of shoppers had strong environmental beliefs.</li><li>What’s more, 99% of Iceland’s customers believed that the home delivery service was excellent. With this information, Iceland were able to promote this unique selling point to customers who weren’t aware of what the home delivery service entailed.</li><li>Feefo’s Customer sentiment insight also highlighted areas that required improvement such as the door-to-door customer service experience, where training documents have been revisited and revised for delivery drivers.</li></ul>

Iceland perfects its advertising with the help of customer feedback and AI

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Iceland

<h2>The challenge</h2>William Russell are an independent provider of international insurance for expats, families, and businesses. They are dedicated to putting their members at the heart of everything they do and are the partner of choice for people living and working abroad.Although William Russell knew they had a good reputation for customer service within in the insurance industry, they recognised they weren’t doing enough to persuade new customers that they were the best choice for expat insurance.They also have to compete against much larger providers with established reputations, such as Cigna and BUPA, so were suffering from a brand equity gap and needed some way to introduce confidence in their brand to potential customers.

Policy Service Manager, William Russell

<h2>The solution</h2>Knowing how much time people spend researching, comparing, and looking for reviews and recommendations, William Russell knew it needed to introduce customer reviews on their websites.“Rather than just posting our own content, we wanted to display feedback which is independently verified – that’s why Feefo caught our attention,” explains Natalie Harris, Policy Services Manager at William Russell. “We chose Feefo over other review platforms because they’re a customer experience platform, not just a reviews provider.”<h2>The results</h2>Since partnering with Feefo in 2017, William Russell has collected more than 700 positive reviews, enabling their members to buy with confidence. Members are now more engaged, while prospects feel more confident about buying William Russell’s products and services. This boost in confidence has resulted in higher conversion rates online – average daily conversion rates have increased by 71%.In September 2020, William Russell began featuring Feefo in their digital marketing much more heavily, which has yielded fantastic results.Product pages are now supported by reviews, which has helped to improve William Russell’s visibility in Google’s search results and boosted click-through rates by 170%.Reviews aren’t just displayed across the websites, they’re also included in most of their banners, newsletters, and email templates, resulting in better marketing performance. William Russell has seen a 31% rise in the number of website users generating a quote online and a 253% increase in qualified leads.The honest, genuine feedback helps William Russell to better understand their audience and members, allowing them to improve the customer journey at every touchpoint and understand which areas of the business need more work.

Policy Services Manager, William Russell

William Russell uses Feefo to boost confidence in their brand

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William Russell

<h2>The Challenge</h2>When you’re an independent insurance broker, reputation is everything! Heath Crawford are a family-owned and managed insurance broker that pride themselves on their reputation for delivering the very best customer service, but they had no way of proving it to prospective clients. They needed a way to collect feedback that they knew was genuine, to give prospective customers confidence in the industry-leading service they provide.

Director

<h2>The Solution</h2>Heath Crawford used Feefo to start collecting independently verified reviews from their clients, helping them win and retain more business and increase traffic to their website.“Since using Feefo it has allowed us to show the physical evidence and proof of how strong our customer service is” said OliverGathering real reviews, from genuine clients, has been an excellent way to enhance their company’s reputation in the industry and has gone a long way towards building a reputable brand that people can trust.Being able to monitor customer feedback is also a fantastic way for Heath Crawford to learn more about their clients and staff. The insights gained from looking at customer reviews helps inform their business decisions and is a great way of rewarding and motivating their staff who have been praised by clients in their feedback.<h2>The Results</h2>Since partnering with Feefo, Heath Crawford has seen a 59% YoY increase in web traffic and 13% YoY growth. Whilst customer reviews aren’t the only reason for this positive uplift, they form an important piece of the marketing jigsaw for the family-run insurance broker – helping them convert browsers into fully-fledged customers.Net Promoter Score is a gauge of a company’s customer relationships and helps monitor customer loyalty and satisfaction. Using Feefo allowed Heath Crawford to track their own NPS score.Over the past 12 months they achieved a ‘world class’ NPS score of 86 against an industry average of 79, further highlighting their excellent customer service.Prominently displaying Feefo feedback on their website has not only given prospects a reason to buy, it has also played a big part in helping them to retain existing clients. Heath Crawford maintain an impressive 94% customer retention rate. By collecting feedback from these customers using Feefo, they’re able to track the quality of service they provide and gain valuable insights on where they can improve to maintain their high standards.

Heath Crawford boosts customer confidence to achieve 94% retention rate

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Heath Crawford

<h2>The challenge</h2>The Training Room are specialists in providing training courses for a wide range of industries including health & fitness, IT, software/ web development and adult social care, to name a few.Priding themselves on their customer service, they wanted an authentic way of showing that they provide a reliable and approachable service for all of their students, so turned to Feefo to start collecting real reviews from their students.

Head of Marketing

<h2>The solution</h2>Concerned that the response rate may be low, and the cost would be more than the return, in both time and money, The Training Room endeavoured to use Feefo’s Feedback Request Manager to splittest a variety of feedback requests to maximise responses.The fully-customisable feedback request templates allowed The Training Room to explore ways in which they could further optimise their response rate. They created a strategy to test response rates based on time and day of send, subject line, feedback form content and whether a reminder email was sent. The testing was invaluable, and they quickly made the following changes to their feedback requests as a result<ul><li>The subject line of their email to ‘The Training Room would love to hear from you’</li><li>The heading to ‘How many stars would you give your booking experience?’</li><li>Made sure the wording on their feedback form reflected exactly what they wanted the customer to review</li><li>Identified the optimum time to send feedback requests to maximise response rates</li><li>Scheduled a feedback reminder one week after the initial email to those who hadn’t yet left feedback</li></ul><h2>The results</h2>After making these simple changes to optimise their review strategy, The Training Room quickly saw impressive results. In just two months, open rates shot up to 75.1%, an increase of 61.2%. Response rates also reached record highs of 11.8%, rising an incredible 331.4%.Feefo’s reminder function also sparked their customers into action. Sending out a second email encouraging customers to leave a review one week after the initial request led to a further increase in response rates.The increase in response rates means The Training Room are now collecting more reviews than ever before and gaining first-hand insight into their customers’ experiences.They have gone on to create a specific campaign to gather feedback at multiple touchpoints, one being as soon as a customer has booked a training course, and one at the end of the course, enabling them to understand the entire customer journey and gather valuable insight about the booking process.As such, they have achieved a 4.7-star rating on Feefo from hundreds of real reviews; winning the Feefo Gold Trusted Service Award for 2018 and 2019, further demonstrating the quality of the service and giving prospective students even more reason to choose to learn with them.

The Training Room increase response rates by 331% using Feedback request manager

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The Training Room case study

The Training Room

<h2>The Challenge</h2>Invopak is Britain’s premier distributor of increasingly sustainable, rigid (UN) packaging containers to manufacturing companies across the UK and Ireland. More than 4,000 British and Irish companies rely on Invopak to provide packaging for products such as resins, food and catering supplies, paints, chemicals and fragrances.Invopak’s remarkable progress has been driven by a freshly inspired workforce, pioneering digitisation and radical innovation in customer service. What they lacked was a credible method of publicising their excellence online. This was part of the company’s broader strategy of augmenting its online presence, creating greater visibility and building trust with potential customers. A review system was the obvious solution.

Customer Service Improvement Manager, Invopak

<h2>The Solution</h2>Invopak decided in 2016 to start using Feefo as its customer experience platform. One of the decisive factors was Feefo’s credibility, built on its invitation-only approach which ensures only authentic customers who have bought or experienced a product or service can post feedback and give a star rating.Any customer can now contribute feedback, with Invopak able to separate service and product reviews.“Our customers tell us that the quality of the product and service are as important as price,” says Arjen Cooper-Rolfe, CEO of Invopak.As part of its commitment to customer service, Invopak ensures that each piece of feedback posted by customers receives a personalised response.“Ensuring each response is genuinely personalised is very much in line with our values. We value each contribution whatever it says and learn from it,” says Invopak’s Customer Service Improvement Manager, Stuart Rolfe. “It would never be good enough for us to send out standard responses as we often see on other platforms.”<h2>The Results</h2>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.”

Invopak finds Feefo to be the perfect customer experience package

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Invopak Case Study

Invopak

<h2>The challenge</h2>With more than 250 stores across the UK, Salon Services offer a wide range of professional hair and beauty products exclusively to the beauty trade.With the UK’s beauty industry booming and a growing number of salons choosing to purchase their cosmetics and salon equipment online, Salon Services needed a way to show customers that their products were trusted by fellow industry professionals. As part of their digital strategy, they wanted to implement a feedback platform on their website, which could help drive sales by creating more engaging product pages, while at the same time increasing consumer confidence in the Salon Services brand.

eCommerce Performance Marketing Manager

<h2>The solution</h2>Salon Services partnered with Feefo to start collecting customer reviews across a range of products. Thanks to Feefo’s easy-to-use feedback request forms, the reviews started flooding in.It was a breeze for Salon Services to integrate the feedback they received into the relevant product pages on their website; and because Feefo only allows real reviews from genuine customers, shoppers could be safe in the knowledge that the opinions were a true reflection of the quality of products on offer. The more reviews displayed on the product page, the more confidence shoppers started to have in buying that product. It was important, however, that Salon Services were able to collect a range of reviews, both good and bad. As the reviews and star rating increased on each product page, so too did the conversions. Products with 4-4.9 stars saw 173% more sales than those without reviews.<h2>The results</h2>Since 2017, Salon Services has collected over 1,000 product and service reviews through Feefo, achieving an average rating of 4.2 stars.As the number of reviews collected for each product increased, so too did the brand’s impressive conversion rate. Product pages with 20 or more reviews saw an incredible 334% increase in conversions compared to those without.This increase in engagement carried over into sales. Spend on products containing reviews increased up to 294% thanks to the greater levels of insight available to customers when shopping through the Salon Services website. Customers were now more confident when choosing to buy as they were able to rely on the real opinions of fellow professionals to guide their decisions.Interestingly, products with five stars saw a lower increase in product performance, demonstrating that consumers don’t necessarily believe a product can be flawless, and that a mix of reviews, both positive and negative, actually helps to increase consumer trust in your brand.

Salon Services boost online conversion by 334% with Feefo

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Salon Services Case Study

Salon Services

<h2>The challenge</h2>The Perfume Shop is the UK's largest specialist fragrance retailer, with more than 250 stores nationwide.Since implementing Feefo in 2016, The Perfume Shop has collected more than 17,000 trusted reviews, but they needed a way to better understand customer motivation; for example, whether they were purchasing fragrances based on scent, value for money or the suitability of the product as a gift.By better understanding their customers' decision journey they could start creating a more engaging customer experience and optimise their growing online sales channels.

Head of Digital

<h2>The solution</h2>To help The Perfume Shop achieve their objectives, Feefo integrated Dynamic topic display technology into their on-site reviews.Dynamic topic display uses the latest AI technology to automatically track customer sentiment across reviews, pick out the most popular themes, and group feedback into convenient topics to help shoppers easily find the reviews that matter most to them.For the Perfume Shop, this meant that customers searching for the perfect new fragrance can drill down into reviews based on scent, gift suitability or price depending on their needs, and then decide to buy based on the relevant information.Integrating Dynamic topic display has allowed Perfume Shop customers to:<ul><li>Make more informed purchasing decisions</li><li>Save time by reading only relevant reviews</li><li>Feel more confident when making a purchase</li></ul>Dynamic topic display was activated through the Feefo integration plugin on The Perfume Shop’s website, allowing the machine learning algorithm to deploy straight away.

Adding Dynamic topic display to their product reviews has let the Perfume Shop maximise the effectiveness of their website. Making it easier for customers to find the most relevant feedback has led to greater engagement and given their customers the confidence to convert.<h2>The results</h2>By only reading the reviews that are most relevant to them, The Perfume Shop’s customers get the information they need to make a buying decision quickly, reducing their time on page and increasing the likelihood of making a purchase.The results speak for themselves; in just six weeks, The Perfume Shop experienced an incredible 13.5% increase in overall conversions.It was also apparent that being exposed to relevant reviews increased the likelihood of customers engaging with a product online. Product pages that featured Dynamic topic display saw 42% of customers use at least one theme to gain greater insight into the product.The impact of simply integrating Feefo’s trusted reviews into the Perfume Shop website can’t be ignored. The Perfume Shop observed that product pages featuring Feefo reviews were 84% more likely to perform than those without. Product pages with accompanying Feefo reviews saw:<ul><li>Reduced bounce rates</li><li>Increased session time</li><li>Greater overall conversions</li></ul>

The Perfume Shop increases website conversions by 13.5% thanks to Feefo’s AI-powered dynamic topic display

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The Perfume Shop case study

The Perfume Shop

<h2>Introduction</h2>Astutis is a leading health, safety and environmental training provider that also offers consultancy services to organisations around the world. With over a decade of experience, the company engages individuals and teams with innovative learning experiences. Astutis holds itself in high regard when it comes to customer service, placing customer trust at the very centre of everything it does.

Global Head of Marketing and eCommerce 

<h2>The Challenge</h2>Astutis needed a method of collecting feedback based on real, personal experiences from its customers. Without any visibility of genuine customer opinions, there was no way of identifying what aspects of the business customers liked, and what areas needed improvement.The company required a solution that allowed it to gather verified reviews from real users of its services with complete confidence that the feedback was from genuine users of the business. Competitors in the same space were using review platforms and had consequently struggled publicly with fake feedback. This meant that open review platforms were not an option. <h2>How Feefo has helped</h2>After signing up for Feefo in 2020, Astutis was able to send feedback requests to customers who had used its services, and the feedback it received impacted every area of the business.“We needed a solution to harvest invite-only reviews, and the technology provided by Feefo was head and shoulders above the competition. It wasn’t just the technology - the account management, the training, support and evolution of the platform made Feefo a clear winner.”<h2>A view of the entire business</h2>When service feedback started coming in, Astutis got a transparent view of every area of the business. The company turned these genuine customer reviews into actionable insight, using sentiment analysis to indicate how its customers felt about different aspects of their experience.The analytics in the Feefo reporting suite gave the company complete visibility of any emerging trends in its feedback, so any reoccurring issues could be flagged and quickly addressed to maintain its high levels of customer service.“Feefo reviews were particularly useful during the pandemic. We captured sentiment from customers feeding back on our courses' smallest details, and started spotting trends. For example, many of our online virtual courses also come with hard-copy course notes. Through Feefo we noticed that the notes were arriving after the course had started. As a result, we worked with our printers and created a new process for notes to arrive in advance of the course date so that our learners had everything at hand.”Astutis even used the insight from its reviews to change the packaging and dispatching process of its welcome boxes that were sent to customers completing its virtual courses. Without collecting and analysing customer feedback, the team never would have known that boxes were frequently missing items - an issue that was quickly resolved.<h2>Strengthening customer relationships</h2>With the introduction of Feefo, Astutis could now have real-time conversations with its customers. Each month, the company reaches out to customers who have provided feedback and thanks them personally for their reviews. This has enabled the business to develop closer customer relationships, as well as retrieve further, more in-depth feedback for case studies and testimonials.<h2>The results</h2>Since partnering with Feefo, Astutis has been using the insight to make considerable changes to the content of its products, and shape how its services look today.Through collecting and displaying feedback from genuine customers, interest in online courses rocketed and Astutis saw a 30% increase in demand.“In 2020 we undertook a customer sentiment research project to look at the reasons why customers chose Astutis. 30% of the recipients said they were influenced to purchase through reviews. We stand by our verified reviews status and acknowledge that our growth leans on the power of authenticated reviews.”Simply displaying its Feefo rating across various channels, Astutis noticed an uplift in sales. Platforms displaying a Feefo rating, such as in the Google results and website landing pages saw a 10% increase in sales.Feefo has transformed the business in other ways, too. Astutis created a new job role to monitor, analyse and communicate the feedback with the wider business, has regular ‘customer success celebration days’, and even displays quotes from Feefo reviews on the office walls to inspire the team.