Summary
Outsource UK unified their feedback collection process with Feefo and implemented Treefo (Feefo’s tree-planting sustainability initiative) to boost their ESG credentials.
The result?
A 320%+ increase in review response rates, deeper business intelligence, and a stronger ESG narrative that resonates with clients and candidates alike.
The whole story
Outsource UK, a specialist recruitment agency with over 35 years of experience, transformed its approach to customer feedback by partnering with Feefo and embracing the Treefo sustainability initiative.
Ellie Ford, Communications and Marketing Manager at Outsource, spoke to us about why they chose, and continue to use, Feefo – and what made them they were one of the first companies to start using our sustainability initiative, Treefo.
The challenge: fragmented feedback, limited insight
Before partnering with Feefo, Outsource UK relied on manual email outreach to collect feedback from contractors and clients. The process was manual, inconsistent, and hard to scale - making it difficult to gather timely, actionable insights.
At the same time, the business was actively looking to strengthen its ESG credentials - a key differentiator in a competitive recruitment market.
A more structured, transparent feedback system became essential not just for operational improvement, but for demonstrating accountability and trust.
The solution: a smarter feedback system with visible sustainability benefit
Outsource UK implemented Feefo to consolidate all their feedback into a single platform, enabling structured review collection and real-time insights. They were also among the first to adopt Treefo - Feefo’s sustainability initiative that plants a tree for every review received.
“Treefo gave us a way to turn every review into something bigger — a tangible, positive impact. It’s helped us stand out in pitches and sparked conversations we wouldn’t have had otherwise.”
Ellie Ford, Communications and Marketing Manager
Internally, the team created a quarterly working group to review feedback, celebrate standout service, and respond to any issues. To encourage engagement, they turned positive reviews into a friendly competition, rewarding recruiters mentioned in 5-star feedback with gift cards.
Treefo became a visible part of their brand story, featured in email signatures, review requests, client proposals, and social content. They celebrated planting their 1,000th tree with a custom LinkedIn animation, reinforcing their commitment to sustainability and sparking engagement.
The results
Since implementing Feefo and Treefo, Outsource UK has seen a dramatic uplift in engagement:
- Review response rate saw a 320%+ increase
- Feedback is now a key part of recruiter training and service improvement
- Treefo has sparked meaningful conversations with clients and prospects, reinforcing Outsource UK’s ESG commitment
"We’ve built a culture around feedback. Every quarter, we review it, celebrate it, and act on it. It’s become part of how we grow as a team."
The team is now exploring Feefo’s embedded email review functionality, In Mail, to make it even easier for customers to leave feedback — a move expected to drive response rates even higher.
The impact: more than just reviews
Customer feedback has become a strategic asset for Outsource UK — not just a metric.
It’s used to:
- Train recruiters based on real customer insights
- Celebrate team wins and boost morale
- Differentiate the brand through sustainability and transparency
Ready to turn your feedback into growth and impact?
Outsource UK didn’t just improve their review response rate - they built a culture of feedback, elevated their ESG story, and planted over 1,000 trees in the process. If you're looking to boost engagement, gain deeper customer insight, and make every review count towards a greener future, let's talk. Contact us here.
Or click here to read more about Treefo.
