Introduction
Luxury villa tour operator, CV Villas, handpicks properties for its clients in destinations across the world. With over 50 years’ experience, the team is rich in knowledge and local insight, delivering a truly personal service to its clients.
After implementing Feefo in 2018, CV Villas has used both product and service reviews to automate the reviews process, get a clearer picture of its business, and use the results to improve its customer experience.
The challenge
Before collecting customer feedback with Feefo, CV Villas used a much more traditional method to discover how customers were feeling about the service. The business would send printed questionnaires to customers, and testimonials were then manually added to the website. As well as being a laborious task, the feedback didn’t represent the entire customer experience. Surveys were only completed in certain destinations, and only when travellers returned from their holidays - so customers’ thoughts on the booking process weren’t monitored, as well as some destinations.
CV Villas needed a solution to gather feedback from every destination they offered, and for each part of the customer journey - not just the end.
The solution
CV Villas decided to start collecting customer feedback using a reviews platform, choosing Feefo over the competition.
“It’s important to have one third party review platform, and having researched both Feefo and Trustpilot, Feefo was easier to navigate. In addition, Feefo offered a much better, more personal service. We felt valued as a client, and that continues to be the case”.
Pete Brudenell
General Manager, CV Villas
After a straightforward onboarding process, CV Villas immediately started to collect both product and service reviews - while product reviews enabled customers to leave feedback on specific destinations, service reviews could capture the sentiment around the customer service that CV Villas was providing to travellers.
Feefo’s Feedback Request Manager enabled CV Villas to automatically send review requests at multiple stages of the customer journey, rather than just the end. Customers were now receiving opportunities to review their experience just after they had booked their trip, whilst they were at their destination, and when they returned back home. CV Villas now had a complete view of its customer experience, all generated automatically by Feefo’s automated feedback requests.
The business also took advantage of the various feedback display options available, so it could showcase reviews across its site to increase brand trust. In addition to providing service reviews to browsers at a glance with a slide-out reviews tab, a carousel, and a score badge all integrated seamlessly into its homepage, CV Villas used on-page reviews to display feedback on specific destinations.
The results
Introducing destination-specific feedback and reviews from different stages of the customer journey has given CV Villas an abundance of valuable insight that had never been available before implementing Feefo.
Combining this increased volume of reviews with Feefo’s reports and analytics, CV Villas could now collect and display more detailed feedback, find out more about its locations and different stages of the booking process, and use the insight to make constant improvements.
CV Villas showcases the resulting stream of positive reviews across its site to attract new customers and reassure browsers. Traffic to the CV Villa’s website increased 26%, and conversions increased by 31%. And the company experienced a record year in 2022, following Feefo’s implementation.
Feedback has been so impressive, that CV Villas received a Platinum Trusted Service Award in 2023, highlighting its dedication to customer feedback and delivering excellent customer service. In fact, feedback has become so central to the business, CV Villas has hired a Customer Experience team to ensure it remains an ongoing focus.
And there is still so much that CV Villa’s plans to do with Feefo, including:
- Developing new goals and objectives based on customer reviews
- Using Feefo Surveys to gain an even deeper understanding of its customers and their experiences
- Further strengthening credibility and trust by communicating sustainability activities with Feefo’s Sustainability Awareness Solution
“Feefo is an excellent business partner that we really enjoy working with. As a brand, they are continually looking to evolve their offering and bring new products to the market, which matches what we’re looking to achieve as a brand.”
Pete Brudenell
General Manager, CV Villas
