SportsBreaks were formed in 2019 with the aim of providing unforgettable event experiences for sports fans. They began partnering with Feefo in 2021 to collect real-life reviews from their customers to enable them to build trust, improve their processes and grow from their feedback.
The challenge: building trust and optimising internal resource
The team at SportsBreaks are committed to keeping their customer experience ‘…as human as possible’.
When they launched, their customer feedback process was manual, with their Contact Centre Team asking for feedback post-booking. Not only did this add additional pressure to the team during busy periods, but it also meant that potentially useful data wasn’t being effectively collected.
Being a new business in a sector that depends on credibility, they also wanted to demonstrate customers could trust them to provide the promised experience – especially important when 93% of consumers say that online reviews affect whether they purchase a product. So they needed to build social trust as quickly as possible.
The solution: an automated verified review process, and a better customer experience.
SportsBreaks chose the Feefo reviews platform to collect authentic feedback from their customers. This enabled them to automatically gather a swathe of service-based impartial reviews. It reduced the workload on their customer service team and provided them with a usable data set to inform business decisions.
In addition, they added a Feefo display widget to each package page, showcasing their large number of satisfied customers. This added valuable social proof to reassure prospective buyers that the experience they’re looking at is one that they will receive.
They also share their reviews on their social media channels, from Meta to X, demonstrating their dedication to customer service across their entire online presence.
Finally, the team make sure to respond to every review, thanking them for taking the time to leave it. As they say, “Customer feedback is paramount to our brand and without it we can’t continue to evolve.”
Results
Highlighting their excellent independent service rating at key touchpoints during the customer journey has led to continual year-on-year growth in sales conversions since implementing Feefo.
Rather than spend precious time asking for feedback, their dedicated Customer Feedback Team can now offer post-event calls. This creates engagement and offers a greater understanding of whether the trip their customers booked matched their expectations.
Their excellent customer experience – with an average rating of 4.7/5 – has earned them Feefo’s Gold Trusted Service Award, demonstrating their continued commitment to outstanding customer service.
“Super-easy to work with, super-friendly… the Feefo platform is a one-stop shop for everything! No manual data collection, instead automation and ease.”
What’s next?
SportsBreaks review their feedback on a regular basis to make sure they are listening to their customers, enabling them to find room for improvement, and meet or exceed customer expectations.
Changes are already being made based upon the useful information left in their reviews. From improving the ‘My Account’ page and upgrading their Contact Centre systems, they are continually improving the customer journey.
In addition, Feefo’s SMS feature is being trialled, allowing them to gain even more useful, verified feedback from an engaged audience.
If you’re interested in gathering honest, human feedback for your company, drop us a line and one of our friendly team will be in touch.
“Feefo is a trusted platform where only real humans who have transacted with our brand can review us honestly.”
