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<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.

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Heath Crawford boosts customer confidence to achieve 94% retention rate

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Why Feefo’s verified reviews stand out

Reviews are the backbone of online trust. While reviews are instrumental in boosting trust and offering valuable glimpses, Feefo's authenticated reviews take it a step further, setting a new gold standard.

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Boost customers confidence before they visit your business.

Make your business the place to be

If your business has a bricks-and-mortar presence, encouraging customers to leave reviews of their in-store experience can yield valuable insight about their experience of that location.Our partnership with Google means you can use your reviews in Google searches and on Google Maps by inviting customers to leave a Feefo review on your business listing page. Find out more below.

Take your reviews on location

On location reviews helps you connect your online brand to your offline presence, giving you a holistic view of your customer experience. Learn how customers feel about each individual store or branch and address any potential issues quickly using a unique code that’s tied to your store’s location.

Improve your offline performance

Show potential customers what you’re all about with your collected Feefo reviews displayed in Google Maps searches with our Google Maps Share feature. You can push your star score through Google to help build brand trust. Build confidence in your business and let customers know what to look forward to when they visit.

Turn online browsers into in-store customers

You want to stand out from the crowd however your customers find you and using our high-quality reviews on your Google business profile help you do just that. We've partnered with Google, so your verified Feefo reviews will display alongside your business information.

Use our reviews on your Google Business Profile

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Our Enhanced Reach solution gives you immediacy, a fresh approach and fast access to additional reviews for your product or service.

Simple ways to source higher volumes of reviews

When you need your review requests to work even harder, our Enhanced Reach solutions are here to help. With 85% of consumers trusting online reviews as much as personal recommendations, there are times you need reviews in place, fast. We know that higher numbers of positive reviews lead to increased customer purchases.So when those reviews matter most, for new, niche or high-value products, Feefo’s Enhanced Reach helps build your review collection faster, to grow customer confidence and increase sales.

Extra reviews when you need them

Go beyond email and send review requests to your customers’ mobile devices. Your customers may not check their emails every hour but they are looking at their phones. Text is one of the most effective forms of communication, with smartphone owners opening 95% of texts, within 90 seconds of receipt. With SMS distribution you can send personalised review invitations at a time of your choosing, following a verified purchase.

An even more engaging way to connect

Request immediate feedback from your customers via a specially-generated link, which you can integrate into a form, survey or email, whatever works for you. The Review link generator creates individual links for each customer, so you can source smarter, faster and more focused feedback via your own marketing channels.

Send smarter feedback requests

Access product reviews from across Feefo’s extensive client network, so you can display additional verified feedback on your website at the point of purchase. Sharing product reviews collected in product groups, for different colours or countries, provides additional information for the customer on your website, drives traffic and increases conversions.

Amplify your product reviews

Get reviews in place for day one of a new product or provide additional reviews for niche products. Review booster provides reviews from a targeted consumer group in pre-launch or time-specific collection periods to increase customer confidence and sales. With 88% of shoppers waiting to read user reviews before purchasing a brand new product, take the fast-track route to review collection.

Heath Crawford boosts customer confidence to achieve 94% retention rate

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