At Feefo, we know the power of authentic feedback. It's why our partnership with drvn, a leader in ground transportation, has been so transformative. Since 2020, we've collaborated to redefine what customer feedback can achieve when it's truly strategic.
How purchaser-verified reviews drive trust
With digital-savvy consumers who have access to more data from the brands they choose to shop with than ever before, trust is everything. Many consumers are rightly concerned about fake reviews. That's where Feefo comes in. Our system ensures every piece of feedback is from a real, verified client, tied to a real experience. For drvn, this means insights grounded in genuine journeys, allowing them to act on accurate information to improve their service, product, and technology.
Feedback that fuels strategy, not just ratings
Feefo is more than just a review platform for drvn; it's deeply integrated into their operations. Our ‘smart links’ ensure that every review is tied to a real ride and recorded in real time, making the data both trustworthy and actionable.
This was highlighted in a recent LinkedIn Live session we co-hosted with drvn (click here for the full replay). During the session, drvn leaders from various departments shared how Feefo insights inform their every move:
- Marketing: drvn has shifted from marketing with promises to marketing with proof, letting client voices tell their story.
- Client Relations: The team use Feefo's dashboard to proactively address issues, turning potential negatives into opportunities to deepen client relationships.
- Compliance: Verified, auditable customer reviews support drvn’s ISO-certified quality management systems, ensuring transparency and continuous improvement.
- Business Development: Verified reviews provide powerful trust signals during the sales process, creating confidence that generic pitches can't match.
From 5-star reviews to a culture of improvement
Drvn has garnered over 10,000 verified five-star reviews in a single year, a testament to their commitment to excellence. But these aren't just numbers; they're signals. While every five-star review celebrates success, any lower rating triggers a rapid response for resolution. This system fuels both pride and progress.
Feefo's tools, from AI-powered sentiment analysis to review velocity tracking, help drvn develop proactive protocols to catch issues before they escalate. Feefo insights are integrated into weekly performance reviews and chauffeur coaching, demonstrating how client feedback has reshaped their team dynamics and culture.
Transparency as a brand asset
Drvn is proud to be held accountable for its service, and Feefo enables this public transparency. Verified reviews are prominently displayed on their website and in client proposals, serving as a powerful engine for better client satisfaction and technology. The most compelling stories are often those told by clients themselves, and Feefo ensures these stories are captured honestly.
A partnership built on shared standards
Our collaboration with drvn goes beyond just providing a platform. We work closely with their team, offering game-changing perspectives and helping them refine their approach to feedback. As the drvn team noted, it feels less like vendor support and more like a strategic partnership focused on thoughtful growth.
Reviews that drive real results
Building trust takes time and dedication. For drvn, that means building it one ride and one review at a time. We're proud to provide a platform that matches the sophistication their clients demand and to serve as a partner in their journey toward operational excellence.
Want to see how how verified customer feedback can become the foundation for true excellence? Watch the LinkedIn Live session on replay.
Read our full case study with drvn to discover how they increased their feedback response rate by over 400% in three years.
