Check your winner’s email. There’ll be a link in there. If you can’t find it or are unsure if you’ve won or not, just get in touch with your Feefo contact.  

We will continue to recognise brands that go above and beyond with a Trusted, Gold, or Platinum award in 2024. It doesn’t stop there, though.  

In addition to our Trusted Service Awards, we will reward a select few outstanding businesses that have strived to achieve exceptional customer service with four Exceptional Service badges in the following categories: 

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

Across these four categories, we will be awarding one winner for each sector below: 

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

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

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

While we applaud your valuable efforts to communicate directly with your customers, unfortunately, we can’t take this activity into consideration when measuring activity for Trusted Service Award winners. To help ensure complete fairness and transparency for all winners, we’ll 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 that have made consistent improvements to their customer service over the last three years. 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 three years 
• Started on a score of at least 4.0 

We’ll 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 three-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 – the percentage of review requests sent to review received. 

Your winner’s email gives you access to your Trusted Service assets, which you can use across social media channels with the hashtag #FeefoTrusted. 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.