This is an old revision of this page, as edited by Xeno (talk | contribs) at 16:21, 10 July 2009 (rm hangon tag, is in userspace). The present address (URL) is a permanent link to this revision, which may differ significantly from the current revision.
Revision as of 16:21, 10 July 2009 by Xeno (talk | contribs) (rm hangon tag, is in userspace)(diff) ← Previous revision | Latest revision (diff) | Newer revision → (diff)Feefo
Feefo, which stands for Feedback Forum, provides businesses with an on-line feedback customer forum and research tool. For consumers, it gives anyone with internet access the opportunity to find out, ahead of buying, what other customers of a Feefo member business think and feel about its products or service. After every purchase, Feefo invites all customers to comment publicly on the quality of their experience and publishes the feedback for all to see on their own site, and/or, on the supplier’s site depending on optimisation requirements.
The service enables any business with a website and their customer’s e-mail addresses to capture fast customer feedback on the quality of their services and products. Similarly, potential customers can be confident they are seeing real and unedited past customer comments.
Feefo has to date received over 325,000 feedbacks from customers.
History
Feefo started as an idea in 2006, thanks to Bill Cawley’s creative thinking. Having won a mathematics scholarship to Oxford University at the age of 16, he went on to have a colourful career including a stint as a maths teacher, farming in Herefordshire, firefighting in Alaska, running a shoe shop in Oxford Street, selling ice cream in Detroit, working at ‘officer’ level in the Civil Service and writing a property column for the Investors Chronicle. He has also spent 30 years in electronics, IT and computer programming including developing electronic circuits in Holland, developing hardware for IBM and developing an operating system and new programming language for agricultural computing. Eventually he was inspired to create Feefo having noted that the feedback system on eBay was a vital ingredient in its success. He decided that all other online businesses should offer an independent feedback system. He therefore set about developing Feefo.
Clients
Around 100 organisations spanning retail, leisure, travel and professional services are currently Feefo’d. Ultimately, Feefo is designed for any organisation that wants to hear, and act upon, what its customers or service users think across the retail, leisure, travel, utilities, financial services and professional services sectors. Feefo will also be made available to public sector organisations wanting to obtain feedback from the general public on the services they provide from September 1st 2009
How Feefo Works
Organisations register with Feefo through its website. Each sale generates a customised email to the consumer requesting feedback on their experience Customers are emailed by Feefo with a fast and easy-to-fill in form asking them to provide comments and rate the products and the quality of service received – excellent, good, poor or bad. These comments are posted on the Feefo site and on the Feefo users own site to ensure maximum search engine advantage. Customer responses are not changed or edited in any way to ensure a completely independent, word of mouth experience for customers. No comment is removed by Feefo unless it contains profanities, breaches privacy or is the subject of litigation. As well as each individual comment, an ‘at a glance’ summary of responses is shown giving percentages of positive responses. Feefo collates and analyses the feedback received and presents it in a number of different reports.