Expedia will use Feefo to gather customer feedback on the service they receive from the various European websites. The move reflects the company’s commitment to leveraging customer insight and feedback to build an ever-improving experience for its customers: a key part of Expedia’s “People Shaped Travel” philosophy.
The immediacy of the reviews will allow Expedia to react quickly, responding to and correcting any customer concerns. In addition to the customer service benefits, Expedia anticipates the deal will also attract new customers, as 83% of travellers consult reviews as part of their purchasing decision, and Feefo’s partnership with Google allows them to generate gold stars in search results for their members, which increases site traffic.
Stuart Newman, Director of Customer Experience EMEA for Expedia said “Every day thousands of people travel and book with Expedia. So, finding a suitable partner to offer a level of engagement and insight with our customers, which reflects these volumes has been a challenge for Expedia. The Feefo system is simple to use and hugely effective, with the return on our investment easy to see, even in such a short time period.”
The Feefo customer review system guarantees 100% genuine feedback, as only customers who have bought products and services from its clients are invited to comment. During Expedia’s recent 14 day trial the Quality Score from its customers was 92% (those customers that rated Expedia Excellent/Good).
Although this initial phase concentrates on four of Expedia’s major European markets, further roll-out to more of its territories is planned for the future. Expedia will continue to gather customer reviews on their hotel experiences through its existing technology.