Allanda awarded Feefo Gold Trusted Merchant Status
Posted Mar 10 2014 8:42am
Allanda, Incontinence Products supplier has been amongst the first companies to achieve Feefo Gold Trusted Merchant Status.
Feefo , the global feedback engine and Google Licensed Content Partner, has introduced certifications that recognise the hard-work of merchants that consistently deliver excellent customer service in the eyes of their genuine customers. Those businesses that annually meet the criteria, are certified as either a ‘Trusted Merchant’ or as a ‘Gold Trusted Merchant’.
They will have the ability to display the award on their website as a visible reassurance of their customer-generated Service Rating.
The Trusted Merchant award is only presented to Feefo merchants, and based upon the data received over the duration of 2013.
To gain Trusted Merchant status, a business is required to receive an average 85% Service Rating, over a minimum number of individual feedbacks.
To gain Gold Trusted Merchant status, a business is required to receive an average 95% Service Score, over a minimum number of individual feedbacks.
The ratings and reviews collated by Feefo are verified via sales data, which ensures that only those customers that have genuinely completed a transaction with a business are invited to provide feedback. This makes the Trusted Merchant certification highly desirable, as it is based upon the views of customers and not industry judges.
Beyond the award, the fact that all reviews can be traced back to a specific transaction, means that the data provided by the Feefo platform is incredibly valuable. Businesses can gain great insight into both the successes and pain points of their sales cycle, while consumers can be sure that they’re reading completely genuine reviews prior to making a purchase.
Feefo’s Customer Service Director, Ed Lennox also discussed the Trusted Merchant awards, saying “In the bricks and mortar world, people use their senses to establish whether a store offers a reliable and trustworthy service but this is obviously lacking in the online world where you can’t see, speak to or interact with the people offering the service. Feefo’s Trusted Merchant initiative will allow people to see and read the experiences of other shoppers and to understand better how the business in question deals with their customers. It in effect puts a human face into an otherwise faceless world.”
Feefo’s ratings and reviews platform allows merchants to quickly canvass the opinions of their customers, and subsequently optimise their service to account for the suggestions and ideas directly from the best possible think tank, their customers! Feefo also offers merchants the opportunity to truly engage with their customers, not just demonstrating excellent service, but also displaying how they listen and respond.
Over the past year 1958 customers have left service feedback, of which 1683 were “Excellent” and 252 were “Good”! However, we don’t just care about gold stars and shiny certificates; occasionally we do have negative reviews – which are good because we can learn from them, and make amends. We always do everything in our power to resolve any issues, we’re only human after all and mistakes can sometimes happen.
Overall, we are chuffed with our present 99% customer service rating, and the certificate has pride of place in our office, but we plan to aim higher this year… 100% here we come!