Trusted Service Awards 2025

Check your winner’s email. There’ll be a link in there. If you can’t find it or are unsure if you’ve won or not, just get in touch with your Feefo contact.

For our Trusted Service 2025 award, a business must have collected at least 50 reviews between January 1 2024, and December 31 2024, and achieved a Feefo service rating of between 4.0 and 4.4.

To achieve our coveted Gold Trusted Service 2025 award, a business must have collected at least 50 reviews between January 1st 2024, and December 31st 2024, and achieved a Feefo service rating of at least 4.5.

To earn a Platinum Trusted Service 2025 award, businesses must have won a Gold Trusted Service for the past three consecutive years.  

As a champion of verified reviews, we need to ensure that only the most trusted merchants are considered for an award.

Review content that breaches our terms and conditions could, depending on the severity, delay or even exclude your business from receiving an award.

Additionally, compliance and moderation issues often result in reviews being removed. If these removals lead to your business no longer meeting the qualifying thresholds listed above, it cannot be considered for an award.

We will continue to recognise brands that go above and beyond with a Trusted, Gold, or Platinum award in 2025.

It doesn’t stop there, though. In addition to our Trusted Service Awards, we will reward a select few outstanding businesses that have striven to achieve exceptional customer service with four Exceptional Service badges in the following categories:

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

Across these four categories, we will be awarding one winner for each sector below: travel, retail (brick and mortar), retail (e-commerce), hospitality and leisure, business and professional services, finance and insurance, automotive, property. In total, there will be eight winners for each new Exceptional Service category.

We will award 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: you’ve met the criteria to win a Trusted Service Award in 2025, you’ve achieved the highest average review score in your industry and category, you’ve achieved the highest review reply rate* in your industry and category, 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 – the percentage of review requests sent to review received.

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

The Exceptional Service - Sustained Progress category rewards those exceptional businesses that have made consistent improvements to their customer service over the last three years.

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 three years, started on a score of at least 4.0.

We’ll be awarding one winner per industry for our Sustained Progress category. To be named a winner, you will have needed to: achieve the largest review score increase in your industry over the three-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 – the percentage of review requests sent to review received.

Our annual awards shine a light on businesses that demonstrate outstanding service to their customers. Winners are decided based on the ratings they receive from their customers.

Winners are announced on 21st January 2025.

Everywhere and anywhere. You can access your winners pack via the link in your winners notification email. To change the name on the certificate, simply type your business name into the PDF file. 

Display the badge prominently on your website, email signature, social media and across your marketing campaigns. 

We strongly encourage businesses to proudly display their award badge and certificate wherever customers are likely to see it, to demonstrate your outstanding customer service.

Your winner’s email gives you access to your Trusted Service assets, which you can use across social media channels with the hashtag #FeefoTrusted.

We recommend thanking your customers for leaving their valuable reviews. For example, We’ve won the @Feefo_Official Trusted Service award 2025! Thanks to all our customers for sharing their ratings and reviews! #FeefoTrusted.