Moveo Technologies Corporation dba, drvn, the global passenger ground transportation service and logistics company, was looking for a better way to track their passengers’ experience and use the review process to enhance quality control.
After experiencing limited review responses through another provider, they turned to Feefo to help them widen their feedback collection process. They aimed to use reviews to gauge customer sentiment and measure ISO 9001 Quality Management System (QMS) compliance.
The issue
With their previous review partners, drvn experienced a low engagement rate from passengers, which left them with limited insights to measure their performance. After completing their ISO 9001 certification and integrating QMS into their tech platform, they decided that reviews should be a core input for their QMS. They needed not only a larger volume of reviews but also a trusted insight platform that could provide flexibility to structure feedback questions to meet their specific needs.
And so, Feefo…
drvn turned to feedback and insights specialists Feefo for its:
- Easily integrable API.
- A seamless experience to pull reviews into their platform for use in quality control.
- Tool to segment feedback by individual service elements to analyze potential quality gaps.
- A verified method to track customer experiences.
Beyond expectations
drvn anticipated that collecting feedback via authentic reviews would build trust, provide customer experience insights, and support marketing efforts. They did not expect the response rate to increase by over 400% in three years (from 11% to almost 50%). Additionally, Feefo’s feedback platform drove both identification of implied issues and direct issue resolution. This increased actionable changes by 20% year over year.
drvn also found that Feefo's feedback was significant for their B2B clients as well as their B2C customers, helping them measure and achieve compliance accreditations.
“We were pleasantly surprised that the Feefo Customer Success team worked with us to resolve challenges and tackle thorny issues. It really solidified our commitment to Feefo as a real partner.”
Tarra Birdsal
Marketing Manager of drvn
How did drvn utilize Feefo to maximize its impact?
drvn doesn't simply collect product reviews; they collect service reviews across the entire customer journey. They feed reviews into their platform, codify each issue, and raise a Concern Resolution Form, enabling an efficient resolution process. They structure their collection form into sections to understand reviews of each part of the journey, from service to chauffeur and vehicle. This change allows them to identify and address gaps manually and automatically.
“Our dedicated data science team uses Feefo reviews and the corresponding data points - such as time, vehicle, location, client, passenger type, chauffeur, weather, and more – in our machine learning processes to predict what ride types and circumstances might have a greater risk of passenger unhappiness. Without Feefo, we wouldn’t be able to measure our performance in this way.”
Mario Medina
CEO of drvn
drvn can identify quality issues even from five-star reviews, enabling them to address specific components of their service. Previously, collecting only a single general review didn’t allow for the necessary analysis.
This is a great example of a company using Feefo for more than just stars and ratings and integrating insights into processes and performance enhancements. Another great example of a company getting smart with how they responds to customer insights is Croner-i.
The results
By correlating data with Feefo, drvn can address service issues they couldn’t identify before. Integrating Feefo with their QMS enables immediate triage and faster, more accurate resolution, improving processes across sales, operations, and tech development.
- Increased quality scores from ISO 9001 QMS auditors.
- Higher quality score on Feefo due to quick issue resolution.
- Increased sales as customers switch from larger, older providers to drvn.
- Long-lasting client loyalty due to effective quality issue resolution.
- drvn’s business has evolved thanks to customer feedback.
“We’ve seen a substantial increase in customer retention since integrating Feefo’s feedback system. The insights we've gained allow us to enhance our service quality to deliver an exceptional experience. Contributing to our growth and competitive edge.”
Joseph Keith
Director of Revenue, drvn
Thanks to Feefo, drvn has made significant organizational changes based on customer feedback, including implementing technology fixes, advancing solutions, and reengineering training programs.
“With thanks to Feefo’s feedback collection, we’ve implemented technology fixes and advancements, reengineered training programs and retrained on an ad hoc basis to address specific issues raised in reviews.”
Ted Moffly
Managing Director of drvn
If you’re looking for a way to track your performance across the board and use it in measuring your quality of safety performance, get in touch with Feefo today.
