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Celebrating 10 years of Trusted Service Awards

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What are Feefo’s Trusted Services Awards?

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.

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How do I win trusted service awards?

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.

Only brands that met our criteria of excellence achieved Trusted Service recognition for 2023. Just those brands whose customers highly rated their experience made the grade. Feefo’s Trusted Service Awards are recognized symbols of quality, which help customers click with confidence. So, every 2024 winner can now demonstrate its dedication to outstanding service by displaying its award on its website, across social media, and on marketing campaigns.

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What are the categories of the 2024 awards?

We will continue to recognize brands that go above and beyond with a Trusted, Gold, or Platinum award in 2024. 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 (businesses that increased their service score rating year after year)

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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. Good luck to all our clients! Our Trusted Service Award winners will be announced on 16th January 2024.


How do I access my 2024 winner’s pack?

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.

How do I win a Trusted Service Award?

For our Trusted Service 2024 award, a business must have collected at least 50 reviews between January 1 2023, and December 31 2023, and achieved a Feefo service rating of between 4.0 and 4.4. To achieve our coveted Gold Trusted Service 2024 award, a business must have collected at least 50 reviews between January 1st 2023, and December 31st 2023, and achieved a Feefo service rating of at least 4.5. To earn a Platinum Trusted Service 2024 award, businesses must have won a Gold Trusted Service for the past three consecutive years.  Further details around award criteria will be published later in 2023.

What are the categories for the 2024 awards?

We will continue to recognize brands that go above and beyond with a Trusted, Gold, or Platinum award in 2024. 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.

How can my business qualify to win an additional award for exceptional service?

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 2024, 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.

Our business often responds directly to customer reviews outside the Feefo platform. Will this activity be taken into account for my Trusted Service Award?

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.

How can my business qualify to win an additional award for Exceptional Service - Sustained Progress?

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.

What are Feefo’s Trusted Service Awards?

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.

When are the winners announced?

Winners were announced on 16 January 2024.

Where can I use the Trusted Service Award badge and certificate?

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.

How do I promote it on social media?

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 2024! Thanks to all our customers for sharing their ratings and reviews! #FeefoTrusted.

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