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For British Assessment Bureau, client feedback is the cornerstone of their business.
They provide globally recognised certification for health and safety, security, sustainability, legal compliance, and much more. This helps thousands of companies demonstrate their commitment to excellence.
Alongside other Amtivo Group brands, British Assessment Bureau uses Feefo to build strong and lasting client relationships.
Why verified feedback?
From a client’s perspective, audits can sometimes be daunting. According to David English, Marketing Director at Amtivo Group:
“There is a misconception that auditors will find mistakes in your business and point them out for the world to see. But what a lot of people don’t realise is that audits can be hugely beneficial.”
Feefo is there to help get that message across to prospects. “When people invite us into their business, we get to know them on a deep level and become integrated with the way they work,” says David. “Feefo reviews allow us to showcase the tangible value of our service.”
The verified nature of Feefo is particularly important to British Assessment Bureau. They want people to know every bit of feedback they receive is genuine and independent. And it’s a massive money-saver as well. “Because Feefo is verified-only, we don’t need a team to police fake feedback,” David explains. “That really helps to focus our resources on delivering value, rather than addressing the issues that fake reviews cause.”
Celebrating remarkable service, year on year
British Assessment Bureau are proud winners of the Platinum Trusted Service Award, because their service rating has exceeded 4.5 stars for more than three years.
They showcase the Platinum Badge on their website, across their marketing collateral, and even in their email signatures. When we ask David why, he says: “The Platinum Award helps us stand out from the crowd and validates our promise of care to clients. We’ve seen a definite uplift in conversions by including the badge in our communications.”
And according to David, it’s not just the marketing team that benefits. Sales consultants include the Platinum Badge when pitching to prospects, and it’s really attractive to external stakeholders as well.
Recognising the dedication of staff
British Assessment Bureau doesn’t just use feedback to help increase sales, but also as an opportunity to thank and reward staff. David explains the process in more detail:
“When a colleague’s name crops up in a positive review, we make their line manager aware, and sometimes the senior leadership team as well. It’s a great way to recognise their hard work and let them know that their efforts are appreciated.”
David wants to maintain this process as Amtivo Group continues to expand:
“When we acquire new businesses, we want to instil the same client-first culture that we have at British Assessment Bureau. Introducing Feefo will help motivate staff across the board and prove to potential clients that our service is highly valued by those who use it.”
Learning from client feedback
For British Assessment Bureau – as with any business – not all feedback they receive is positive. But they see this as an invaluable opportunity to improve. “We look at every review to see if there’s something we can learn,” says David. “We always respond if something negative comes up, and then we evaluate what changes need to be made, so it doesn’t happen again.”
For example – thanks to client feedback, British Assessment Bureau improved the way information is presented in their audit reports, providing a better reading experience.
Closing words
Listening to client feedback has become a key factor in British Assessment Bureau’s success. The Platinum Trusted Service Award stands as testament to their remarkable service. In the words of David:
“Feefo enables our clients to share reviews openly and honestly. This has been instrumental for us – because we can get genuine feedback on what our audit experience is like, and how we can improve.”
