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The 2023 Trusted Service Awards are coming.

The wait is nearly over. We will announce the winners of our coveted annual awards on 17th January 2023.

Businesses like yours, which officially deliver extraordinary experiences for their customers, will be able to tell the world about their Trusted Service Award in January 2023.

 
 
 
 
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Delivering outstanding service your customers can rely on

Brands that meet our criteria of excellence will achieve Trusted Service recognition. Only businesses whose customers highly rate their experience will make the grade.

The Trusted Service Award is a recognised symbol of quality, helping customers click with confidence. Demonstrate your dedication to outstanding service by displaying the award on your website, across social media, and on marketing campaigns.

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New for 2023

Your exceptional business, recognised

This year, we're expanding the Trusted Service Awards with the exclusive Exceptional Service categories.

In addition to your Trusted Service Award, you could win an Exceptional Service badge in recognition of your consistent service performance, customer interaction and engagement.

There are two ways to win an Exceptional Service badge - one is based on your provision of exceptional service (with badges allocated according to business size and industry sector), the other is in recognition of sustained progress in your service provision.

It's exclusive with only one winner for each of small, medium and large businesses and sustained progress across eight different industry sectors. So while hundreds of businesses can win a Trusted Service Award, there'll only be 32 Exceptional Service badges, making them really - exceptional.

  • Exceptional Service - Small business (up to 50 employees)
  • Exceptional Service - SME (51 - 250 employees)
  • Exceptional Service - Enterprise (over 250 employees)
  • Exceptional Service - sustained progress

Existing award winners include

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axa
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Frequently Asked Questions

Covid affected my business. Will I still be eligible for a TSA?

We know that this year has proved challenging yet again and so every public service review collected over the past 24 months will count towards a Trusted Service Award in 2023 – it’s our small way of supporting you.

However, this will be the last year we take a 24 month average. For the 2024 Trusted Service Awards, we will revert back to a 12 month average.

How do I win a Trusted Service award?

For our Trusted Service 2023 award, a business must have collected at least 50 reviews between January 1st 2021 and December 31st 2022, and achieved a Feefo service rating of between 4.0 and 4.4.

To achieve our coveted Gold Trusted Service 2023 award, a business must have collected at least 50 reviews between January 1st 2021 and December 31st 2022, and achieved a Feefo service rating of at least 4.5.

To earn a Platinum Trusted Service 2023 award, businesses must have won a Gold Trusted Service for the past three consecutive years. 

What are the categories for the 2023 Trusted Service Awards?

We will continue to recognise brands that go above and beyond with a Trusted, Gold or Platinum award in 2023. But, that’s not all.

In addition to our Trusted Service Awards, we will reward a select few outstanding businesses who have strived to achieve exceptional customer service with four new award categories:

  • Exceptional Service – Small Business (up to 50 employees)
  • Exceptional Service – SME (51 - 250 employees)
  • Exceptional Service – Enterprise (over 250 employees)
  • Continuous Improvement

Across the 4 new categories, we will be awarding one winner for each sector below:

  • Travel
  • Retail (brick and mortar)
  • Retail (ecommerce)
  • Hospitality and leisure
  • Business & professional services
  • Finance and insurance
  • Automotive
  • Property

In total, there will be 8 winners per each new Trusted Service Award category.

How can my business qualify to win an additional award for exceptional service?

We will be awarding one winner per industry, for each additional category (Small Business, SME or Enterprise). To be in the running you’ll need to meet the following criteria:

  1. You’ve met the criteria to win a Trusted Service Award in 2023
  2. You’ve achieved the highest average review score in your industry and category
  3. You’ve achieved the highest review reply rate* in your industry and category
  4. You’ve achieved the highest review response rate* in your industry and category

*Definitions below:

Review reply rate – reviews you have responded to via the Feefo platform​

Review response rate – percentage of review request sent to review received

Our business often responds directly to customer reviews, outside of the Feefo platform. Will this activity be taken into consideration for my Trusted Service Award?

Whilst we applaud your valuable efforts to communicate directly with your customers, unfortunately we cannot take this activity into consideration when measuring activity for Trusted Service Award winners. To help ensure complete fairness and transparency for all award winners, we will only be measuring customer engagement via the Feefo platform as a part of our award criteria.

How can my business qualify to win an additional award for Continuous Improvement?

The continuous improvement category rewards those exceptional businesses who have made consistent improvements to their customer service over the last three years. In order to qualify, you must have:

  • achieved a Trusted, Gold or Platinum in the current awards cycle
  • demonstrated at least a 0.1 point improvement per year to your average review score over the last 3 years
  • started on a score of at least 4.0

We will be awarding one winner per industry for our continuous improvement category. To be named a winner, you will have needed to:

  • achieve the largest review score increase in your industry over the 3 year period
  • achieve the highest review reply rate* in your industry and category
  • achieve the highest review response rate* in your industry and category

*Definitions below:​
Review reply rate – reviews you have responded to via the Feefo platform​
Review response rate – percentage of review request sent to review received

What are the Feefo Trusted Service Awards?

Our annual awards shine a light on businesses who demonstrate an outstanding service to their customers. Winners are decided based on the ratings they receive from their customers.

When are the winners announced?

We will announce the Trusted Service Award winners on 17 January 2023.

Where can I use the Trusted Service award badge and certificate?

Everywhere and anywhere: you can download your award badges and certificates can be downloaded by popping in your winners code into the yellow panel below. If you are a winner, we will send out your 2023 winners code on 17th January 2023.

To change the name on the certificate, simply type your business name into the PDF file. 

There are several versions of the badge available, so choose the ones that best suit your brand and marketing the most, and display it prominently on your website, email signature, social media and across your marketing campaigns. 

We strongly encourage businesses to proudly display their award badge and certificate wherever customers are likely to see it, to demonstrate your dedication to outstanding customer service.

To make the most of your award, please read our handy guide, which you will find in your download pack. You can also read it here.

How do I promote it on social media?

Your winners code gives you access to your Trusted Service assets, which you can use across social media channels, with the hashtag #FeefoTrusted. You will also find handy social sharing buttons, with a suggested message to help you let the world know. We recommend thanking your customers for leaving their valuable reviews, for example: We’ve won the @Feefo_Official Trusted Service award 2023! Thanks to all our customers for sharing their ratings and reviews! #FeefoTrusted.

Need your 2022 award?Pop in your code below

To claim your 2022 Trusted Service Award, including your digital assets, certificate and media pack, simply pop in your winner's code below.

Contact us

Have a question about the Trusted Service Awards that hasn’t been answered in our FAQs?

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