Summary:
- Totality Services, a London-based IT support provider, migrated from Trustpilot to Feefo to gain better integration, automation, and control over customer feedback.
- Since adopting Feefo, they’ve seen a 25% increase in revenue, a 50% website conversion rate, and over 4,000 verified reviews with an average rating of 4.9.
- Their consistent excellence has earned them the Trusted Service Award every year since 2019, helping them stand out in a competitive market and climb search rankings.
Why Totality Services Needed a Smarter Feedback Solution
With extensive experience supporting prestigious and blue-chip companies, Totality Services’ senior management places a strong emphasis on customer satisfaction.
Operating in London’s fiercely competitive IT support sector, they knew that SEO visibility, online reputation, and authentic customer feedback were essential to growth.
To maximise their competitive advantage, Totality Services wanted to:
- Showcase genuine client testimonials across all marketing channels
- Improve their visibility in Google search results
- Build trust with prospects through verified reviews
“It’s massively important to us that we stand out from the competition and Feefo ticks all the boxes. Nothing is as convincing as the recommendation of a fellow customer we trust. Such high Feefo review ratings are proof of the consistency of what we do for every one of our clients. Using Feefo is one of the best things we have done.”
— Luis Navarro, Co-Founder and Sales Director
Why Totality Services Moved from Trustpilot to Feefo
Totality Services initially used Trustpilot, but quickly discovered it couldn’t integrate with their ticketing system — a vital part of their customer service workflow.
Feefo offered:
- Seamless integration with their existing tech stack
- High brand recognition from TV advertising, boosting response rates
- Automation that allowed engineers to focus on client support
At the end of each assignment, Feefo automatically sends a review request to the client, streamlining the feedback process and freeing up staff time.
“Trustpilot did not have the ability to integrate with our ticketing system, and for us that was a fundamental requirement. Feefo was just so easy to implement and customise, and it comes with a high degree of automation. Feefo’s overall package and capabilities proved to be the deciding factor for us.”
— Luis Navarro, Co-Founder and Sales Director
Award-Winning Outcomes: Revenue Growth, Conversion Success and SEO Gains
Since integrating Feefo, Totality Services has seen impressive results:
- 25% increase in revenue over the financial year
- 50% website conversion rate, meeting their target
- 4,000+ verified reviews with an average rating of 4.9 out of 5
These results have significantly boosted their visibility in search engines. High Feefo ratings and consistent award wins have helped Totality Services rank higher in Google, driving more inbound leads.
“Now we are ranking higher in searches and generating more leads. We are growing our revenues largely because Feefo is so brilliant at using the voices of our customers to let London know about the quality and expertise we provide.”
— Luis Navarro, Co-Founder and Sales Director
Showcasing excellence across channels
Totality Services actively promotes its Feefo reviews and awards across its website and marketing channels. This multi-channel approach helps:
- Build trust with new prospects
- Reassure existing clients
- Strengthen brand positioning in a crowded market
Their success with Feefo has been consistently impactful, leading to continual growth and increased reputation. A dedicated commitment to customer service has led them to a deserved Platinum Trusted Service Award for the last few years – and they have boosted their sustainability credentials by planting at least 50 trees a month with Treefo.
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