Voice of the Customer

Expedia and The Fragrance Shop are today recognised as being the brands most trusted by their customers in the annual Feefo Trusted Service awards for 2018. Both brands are among those named winners of the highly-coveted Gold Trusted Service award.

Created by Feefo, the global reviews and customer insights company, the awards are independent seals of excellence that reward the delivery of exceptional experiences. They are earned by businesses that use Feefo to collect ratings and reviews, with the feedback collated by the Feefo review platform. This creates a unique set of awards based solely on interactions with real customers who have made a genuine purchase.

Laura Chun, Global Director Customer Experience, at Expedia said: “We are thrilled to have won a Gold Trusted Service award which marks our commitment to excellent service. We especially value this Feefo award as it is based on reviews left by real customers.”

April Tomlinson, Customer Service Manager, at The Fragrance Shop, said: “We are delighted to have won a Feefo Trusted Service award. We are extremely passionate about the service we provide to our customers and this award is testament to all the hard work and commitment the team have put in over the past year. We are particularly proud of this accolade because it is based on feedback from real customers, and that’s what matters most.”

To qualify for an award, a business must have collected at least 50 reviews between January 1st 2017 and December 31st 2017.

Feefo’s coveted Gold Trusted Service 2018 award requires a Feefo service rating of at least 4.5, while for Feefo’s Trusted Service 2018 award, a service rating of between 4.0 and 4.4 is required.

“We would like to offer our congratulations to all the winners of this year’s Feefo Trusted Service awards,” said Andrew Mabbutt, CEO at Feefo. “It is extremely gratifying to see that so many businesses are putting customer service first and understand the value of verified reviews.

“At Feefo we collaborate with all our customers, helping to build trust and transparency online while delivering more effective insights. Through our integrity and innovation we help shoppers buy with confidence and make better decisions.” 

Feefo is a ratings, reviews and customer analytics platform, collecting genuine, purchase-verified reviews on behalf of more than 3,000 businesses. Feefo ensures that all feedback is authentic by matching it to a legitimate transaction. We believe this is the best way to combat the increasing problem of fake reviews.

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