19 January 2021, Petplan Australia has won the Feefo Trusted Service award, an independent seal of excellence that recognises businesses for delivering exceptional experiences, as rated by real customers.
Created by Feefo, Trusted Service is awarded only to businesses that use Feefo to collect genuine reviews and insights. Businesses who meet the high standard, based on the number of reviews they have collected and their average rating, receive the award. A highly valued badge of approval, this accreditation remains unique, as it is based purely on the interactions with real customers. As all reviews are verified as genuine, the accreditation is a true reflection of a business’s commitment to outstanding service.
Feefo gives Trusted Service awards to businesses that have collected at least 50 reviews between January 1st 2020 and December 31st 2020, with a Feefo service rating of 4.0 and above. However, this year the criteria has been adjusted to avoid penalising businesses suffering unduly from the effects of the coronavirus pandemic. Organisations that won a Gold Trusted Service award last year but struggled to achieve the required number of reviews this year, have been assessed on an average rating over the 24-month period covering 2020 and 2019.
Andy Pearce, CEO Petplan Australia commented: “We’re very excited to receive this award from Feefo because it’s based on the feedback of real customers, who are the most important judges of all. It recognises how hard we work to give all our customers the best possible experience, even in a year as tough as 2020. Everyone at Petplan Australia is fully committed to the highest quality of service, so it’s important for us to listen, understand and respond to all our customers. The beauty of Feefo is that it enables us to consistently improve, so we’re looking forward to another successful year.”
Congratulating Petplan Australia on winning this year’s award, Steph Heasman, Director of Customer Success at Feefo, commented: “The Trusted Service award has always been about recognising companies that go way beyond the norm in customer experience and generate great feedback from happy customers.
“This year, despite the incredible challenges of a global pandemic, so many companies using Feefo have continued to provide remarkably high levels of service and they deserve a huge amount of credit for what they have achieved. It’s why we have changed our criteria to be fair to the organisations that have struggled in such difficult circumstances. At Feefo we help our clients give their customers the best experiences possible.
“I’m confident that throughout 2021 we’ll see even greater customer experience achievements from our partners as we return to something like business-as-usual.”
Feefo is a reviews and customer insights technology company that provides businesses with the tools to collect real, purchase-verified reviews and insights. Working with over 3,500 clients, Feefo ensures that all feedback is authentic, by matching it to a legitimate transaction, to increase consumer confidence and enable businesses to make smarter business decisions.
Petplan Australia is Australia's independent pet insurance company offering a range of cover levels for dogs, cats and horses.
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