Feefo invites all customers that have purchased a home or business insurance policy online to provide feedback on their experience. For prospective customers, this provides an opportunity to read verified, unmoderated appraisals from prior customers, while also allowing Hiscox to measure and analyse their customer service and satisfaction.
Trust is absolutely vital for financial services, and verified feedback is therefore an important signal to prospective customers when looking to buy. If they cannot find reviews on the pages that they navigate, they will simply look for this information elsewhere.
Online transparency means that it is best practice for businesses to enable and own the review process, keeping browsers on site with relevant content. James Harding, Online Marketing Manager at Hiscox, discussed how customer feedback was helping the business to meet customer service targets.
“Social proof is now such an important part of how consumers interact with brands. If you cannot provide access to trustworthy customer feedback, then there is a strong chance that you may lose business to those that can. Feefo has been valuable to us in providing a platform for our customers to voice their opinions on whether we met their expectations. We were delighted when our Feefo Service Rating reached its current level of 98%