On The Beach

eliminates fake reviews thanks to Feefo

Case Studies

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    The Challenge

    Founded in 2004, On the Beach specialises in short and medium haul holidays to Europe. Their mission is to make it easy for people to find, book and enjoy their perfect beach holiday. To tackle the rising issue of fake reviews in the travel industry, and help more people find their services in an increasingly competitive online market, they wanted to collect traveller feedback through a platform they could trust.

    logo_onthebeach-2

    “Feefo’s business insights are a crucial element of our development strategy. By pinpointing individual locations through their ratings and reviews, we can identify underperforming hotels and rectify problems, as well as highlighting and rewarding thriving ones.”

    Danny Catapano, Performance Marketing Manager

    100%

    210k

    Feefo reviews collected

    The Solution

    On the Beach began collecting real traveller reviews with Feefo in 2011 and haven’t looked back since. Using Feefo’s trusted platform, they were able to eliminate fake reviews by sending personalised feedback requests directly to genuine customers after they’d bought a holiday.

    This ensured every review collected through Feefo was linked to a verified purchase, ruling out the possibility for fake feedback and increasing their brand credibility with holidaymakers.

    An added benefit of collecting reviews through Feefo was utilising the powerful customer insight tools. By tracking trends and analysing feedback, On the Beach were able to make confident business decisions in response to the genuine data they were extracting from their customer reviews.

    “Feefo’s business insights are a crucial element of our development strategy. By pinpointing individual locations through their ratings and reviews, we can identify underperforming hotels and rectify problems, as well as highlighting and rewarding thriving ones.”

    Danny Catapano, Performance Marketing Manager

    83%

    4.2

    Average Feefo Rating

    100%

    4%

    increase in click-through rates

    The Results

    To date, On the Beach have collected more than 150,000 reviews, and their dedication to delivering great customer service has seen them achieve an average Feefo rating of 4.1 out of 5 stars, alongside numerous Feefo Trusted Service awards.

    It was critical that, as well as building trust in their brand, On the Beach helped more people discover their services and increased their visibility on Google. Taking advantage of the content partnership that Feefo have with Google, they were able improve their ranking in search results.

    Adding seller ratings to their Google Ads campaigns – powered by their Feefo feedback – also led to an increase in conversions, whilst saving them plenty of money on digital advertising spend.

    “When we began to see the Google star ratings appear on our PPC ads due to customers leaving feedback through Feefo, On the Beach saw an increase in click-through rate of up to 4%. This in turn improved our Quality Score and pay-per-click ROI which allows us to bid more aggressively. We have seen a direct correlation between good star ratings and an improved CTR on our ads.”

    Alistair Daly, CMO

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