Feefo Trusted Merchant 2015
In recognition of our excellent customer service, feefo has accredited Hancocks with Trusted Merchant 2015 status. The award is based directly upon customer feedback and ratings received during 2014 and not industry judges. This makes the accreditation very credible and we are proud to have acheived it in our first year of using feefo to monitor feedback from our customers.
What is feefo?
Feefo is a market leading online feedback system, used by many large organisations across the globe. Working independently to its clients, feefo collects ratings and feedback directly from customers, shortly after a purchase has been made. It collates this information and supplies it back to the client for monitoring and use in improving customer service.
How do you achieve the accreditation?
The rules are quite clear. Over a minimum number of feedbacks, a company must achieve an average service rating of between 85% and 94%. You can learn more on the feefo website by clicking here.
How can I give feedback through feefo?
Every customer that places an order online will receive an email directly from feefo a few days afterwards. You will be asked to rate Hancocks in a number of ways and given the opportunity to supply feedback. It takes just a couple of minutes to complete and is extremely valuable to us.
What happens to my feedback?
So important is this feedback to us that we read it all! Whether your experience is positive or negative, we want to hear about it. Only by knowing about a problem can we put it right and our team truly values positive feedback so that we can understand what is working. Not seeing our online customers face to face as we do in our cash & carries, customer service is key and we work hard to maintain a high service that is friendly, timely and helpful.
Thank you for your feedback. Please keep giving it! In the meantime if you have any other comments or queries, please do get in touch by emailing firstname.lastname@example.org or phoning 01509 230796.