Feefo Reviews & Product Details

Feefo Overview

What is Feefo?

Real people. Real reviews. Real insight. Feefo isn't a typical reviews platform. It allows you to collect and analyse valuable feedback gathered directly from genuine customers - but real reviews are just the beginning. As well as helping to increase conversion rates, improve SEO and reduce churn, Feefo gives you the tools to gather incredible insight that you can use to improve your customer experience, build trust in your brand and make better business decisions.

Feefo Details
Website
Discussions
Feefo Community
Languages Supported
Bulgarian, Czech, Danish, German, Greek, English, Finnish, French, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Spanish, Swedish, Thai, Turkish, Chinese (Simplified)
Product Description

Feefo is an independent reviews and insight platform dedicated to enhancing customer experience. Feefo gives you the tools and insight to build relationships, improve your brand reputation and make informed decisions for the future.

How do you position yourself against your competitors?

- Invite-Only Platform means you only collect real reviews from genuine customers
- Capture photo and video reviews
- Easily gauge your companies Net Promoter Score
- Ability to collect both service & product reviews
- Collect feedback at any point of the customer journey with our omni-channel solutions
- Industry-leading machine learning and AI-powered insights and integrations


Seller Details
Seller
Feefo
Company Website
Year Founded
2010
HQ Location
Petersfield, United Kingdom
Twitter
@Feefo_Official
6,376 Twitter followers
LinkedIn® Page
www.linkedin.com
123 employees on LinkedIn®

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Digital Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
AR
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It sends review scores out to Google well. The closed nature of Feefo is also attractive for genuine reviews from actual purchases. Review collected by and hosted on G2.com.

What do you dislike?

I don’t like the tiered pricing options for what should be ‘out of the box’ functionality. Reports are complex. The lack of human moderation is also an issue. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Be sure to budget for their most comprehensive package otherwise you may find a lack of functionality frustrating. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Feefo serves as an adequate review option for a website. As a Google partner the link with SERPS is solid. Review collected by and hosted on G2.com.

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Ecommerce Customer Service Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The ease of sorting through and finding negative reviews. Very user friendly. Review collected by and hosted on G2.com.

What do you dislike?

That there isn't a way to invite the customer to update their review directly through Feefo once the issue is resolved. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is worth it to know how your customers really feel about your service and products. It gives the customer service team a goal to reach for. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are ensuring customer satisfaction, which in turn ensures that customers purchase from us again. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

We are able to integrate responses and sending feedback with our CRM system so that you don't have to manually upload feedback requests. Review collected by and hosted on G2.com.

What do you dislike?

The new hub layout doesn't give you the ability to add your branding to the response requests. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Ability to score ourselves in terms of referrals and manage customer feedback in a way that it can be easily accessed online. Review collected by and hosted on G2.com.

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UH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

We have used feefo for collecting reviews for almost all of our products. It has helped us to gather feedback on not only our daily services, but our private charters as well. This feedback is crucial to helping us make sure we’re doing our best. Review collected by and hosted on G2.com.

What do you dislike?

While it’s helpful, there is a bit of a process to making sure the survey invites are going out to our clients. Although tedious, it has helped us. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We now have a resource to help us gauge our products and services without it being broadcasted to the public. Since the reviews are private, we get to see the direct feedback to be able to improve, without it being a hive mind or bad reviews. Review collected by and hosted on G2.com.

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Marketing Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Nowadays, consumers are placing more trust in online reviews than ever before and we love to be able to have this tool to support our customers feedback. We really like our representative, Jason. He came to the office for our on-boarding and was patient, informative and easy going. He is always available through email, one-to-one video calls, calls. Review collected by and hosted on G2.com.

What do you dislike?

Right now we are still figuring out better ways to address our customers and tweaking things a bit, but as far as Feefo support we are very pleased. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Its a great consumer review and rating management software that enables you to collect, manage and respond to consumer feedback. All reviews and ratings are hosted by Feefo but can be pulled in and displayed on your own website as well as displaying reviews on google meaning a star rating will be displayed against your product in the Google search results pages. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We collect real company reviews and turn trust into sales. We are also tying the reviews to google reviews if clients click share on google. When the results are positive, it has a high impact on the confidence buyers have when wanting to purchase. Review collected by and hosted on G2.com.

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Chief Operating Officer
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Best asset is the FeeFo team and their clear domain knowledge. The API is straightforward and the online tools make it easy for us to train staff to manage reviews and feedback Review collected by and hosted on G2.com.

What do you dislike?

Nothing to highlight on downside, The team engaged us on our schedule and made available all resources needed to make the implementation smooth Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Improving number and quality of guest reviews for our highly competitive product. We have seen a 32% increase in response rate. FeeFo reviews feed to our Google Ads to promote a higher click through rate for our marketing spend. Review collected by and hosted on G2.com.

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AR
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Our Feefo Onboarding Specialist was very helpful in getting our account set up and answer all our questions. The onboarding took a little longer than what we had planned/expected but in the end, everything has worked out perfectly and we're very happy to have chosen Feefo. Great company to work with and friendly staff. Review collected by and hosted on G2.com.

What do you dislike?

Everything about the platform is great and we're very satisfied with the service. The only thing we'd like them to improve is to be able to customize the emails that are sent out to our customers for reviews, rather than sending generic Feefo emails. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have thousands of different products on our site and it can sometimes be overwhelming for our customers while shopping. Having Feefo Product Reviews helps our customers make their decision (increased conversion rate) while giving our company credibility and trust with our Service Reviews. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The support was fantastic throughout our onboarding experience. Haneen, our customer representative was attentive, patient and above all had great knowledge of the product and was able to guide us through everything we needed to do through one-to-one video calls. Review collected by and hosted on G2.com.

What do you dislike?

One thing that is missing currently is the possibility of having our customers fill out their review forms in real time. I know this is something Feefo are working on with Feefo Places, but this is a must for hotel services and I would expect it to be part of the standard package. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It provides trustworthy reviews for our customers. Review collected by and hosted on G2.com.

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Head of Programmatic and Data Sales
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

They sell the product well and the promise of features is great. Maybe good if you have a very strong tech team. They also have good cases of success with big companies. Review collected by and hosted on G2.com.

What do you dislike?

The integration was a mess. the had told us that there was a plugin for woocommerce but it was not working at all. Then support never answered to emails, when they did, they did not look at our issues so we had to explain the same thing over and over. They did a lot of error like sending the reviews in a wrong language or even not sending the review at all. This was done during our peak season so we lost a lot of potential reviews. They also told us that they could onboard reviews that we had from a free trial with another company in the past but this does not proved to be true neither. At the end of the day we really spent a lot of time trying to make it work and explaining again and again to the support team but with no chance. We lost so much time, money and lost of best period of sales with very few reviews. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would definitely go to a cheaper and more efficient solution. There are plenty of those. The very poor support level and the huge difference between what's sold and what's executed is the biggest issue we had. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

No benefit at all as it never really worked. The idea was to use have a review solution, easy to implement and efficient with a nice UI. Review collected by and hosted on G2.com.

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Senior Ecommerce Manager
Marketing and Advertising
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Feefo has moved with the times in version 3.0 and has all the features we need as a business. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes mapping data to Google shopping / Magento catalog doesn't work as expected. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I see no downsides to using Feefo as your review platform, Google are doing their best to offer a next to free service that is similar, but I wouldn't put this on the same level yet. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Using customer reviews to enhance our product offering giving the customer peace of mind, and showcasing our products with the best reviews. Review collected by and hosted on G2.com.

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AE
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I'm allowed to choose which clients can leave reviews. Therefore, all of the reviews are genuine rather than provided by randomers. We're also able to sort out any issues with the client before receiving a negative review Review collected by and hosted on G2.com.

What do you dislike?

It is incredibly difficult to send personalised review emails to clients. They tend to come directly from the Feefo system and therefore the client doesn't receive it due to it being classed as 'junk' Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Getting honest feedback about our goods and services. Once we have reached a certain point, we will also appear on Google with the star rating Review collected by and hosted on G2.com.

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IB
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

Developing; Playing and more more and more Review collected by and hosted on G2.com.

What do you dislike?

LOt of things. Mainl like commun ications Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

None Review collected by and hosted on G2.com.

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Graphic Designer
Retail
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The process is so smooth and simple for a customer to complete - Just a few clicks from an email in their inbox and their review is viewable for everyone to see but also for the company to leave a reply.

With breakdowns of score ratings and against a time scale also, you can check how the shopping experience ranked for the past week, month, year for example. It's really interesting to see that break down chronologically as the customer can view the company's current performance before committing to a purchase as opposed to just showing a mixture of new and out-of-date reviews. Providing your company's feedback is positive, the customer could be more likely to go through with a purchase there and then after reading your reviews. Review collected by and hosted on G2.com.

What do you dislike?

As the branding of Feefo is quite proudly yellow, it would be good to see the ability to alter its appearance and formatting on your own site. Whilst I appreciate this is the brand's colour scheme and easily catches a potential customer's attention, a few themes to choose from would be an improvement - A grey or monochrome option could work better for the majority of websites using Feefo. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Definitely look into Feefo - the insight it will give your potential customers should be reason enough but failing that, your Customer Services team will become stronger with Feefo in place. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Feefo provides potential customers with genuine, transparent reviews to consider before committing to a purchase. Whilst beneficial to the customers by giving them a 'voice', it also encourages best-practise for Customer Service teams as their drive to achieve a level of excellence is increased. As a result, our CS team have been awarded 98% customer satisfaction levels for many years via Feefo scores. Review collected by and hosted on G2.com.

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AH
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Love the automatic system that send out reviews. It is user friendly and has a lot of options Review collected by and hosted on G2.com.

What do you dislike?

There really isn't a dislike on the system that I have found Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Helping to be more successful with customer service Review collected by and hosted on G2.com.

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Negotiations Strategy - Career Consultant - Training and Development
Professional Training & Coaching
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Easy to use interface that allows us to quickly access the system and get feedback from customers and analyze feedback to enhance the services that we provide daily. This gives us a competitive edge because we're not guessing about what's working and what needs to be improved Review collected by and hosted on G2.com.

What do you dislike?

It's a bit on the expensive side I would prefer a more affordable version. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

This gives us a competitive edge because we're not guessing about what's working and what needs to be improved Review collected by and hosted on G2.com.

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Web Development & Graphic Design
Retail
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The best feature with Feefo is the fact a customer can seamlessly provide good honest feedback via multiple methods. You can target when you want the Feefo review email to be sent out to your customers who will then find it a breeze to leave their feedback, good or bad. Not only can Feefo send out an email to encourage your customers to leave a review, but you can also link up QR codes to do just the same. This clever technology means you can have a simple QR code on pieces of marketing that link directly to that users order compared to having a long URL displayed which the user would simply never be able to enter.

Being able to display your up to date live feedback score on your site gives customers piece of mind and instant trust to shopping with you (If you have a high feedback score of course!) Review collected by and hosted on G2.com.

What do you dislike?

The only thing I would like to see improved is the actual score levels. there's no neutral option for a user to give. This means that people could unnecessarily be giving a bad score because of a simple issue that otherwise may have been left as a neutral mark. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

A very good piece of software to integrate with your website for instant results and for customers to read genuine honest feedback based on your website / company. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As mentioned, feefo send out targeted emails to customers to provide their genuine feedback. Feefo is also used in marketing material via a QR code, to give the customer the chance to leave feedback via their mobile phone by scanning our marketing material and linking up to their order without the need to type in a long URL code. Review collected by and hosted on G2.com.

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Managing Director
Retail
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Feefo is all about transparency and truth. An independent review by this trusted source means our customers trust us too. Because no reviews can be removed (even the really bad ones!) it allows us to see our 'beauty and blemishes' and this allows each customer service executive to continuously review, evaluate and improve their work ethic and standards so they can deliver our unique brand of 'wow' Cuckooland customer service. Review collected by and hosted on G2.com.

What do you dislike?

There is really nothing that we don't like- however it would be great to be able to remove the really unreasonable customer reviews but this is all part of the transparency and anyway allows us to respond accordingly which is in full view for the world to see. So I guess we wouldn't want to remove them, Feefo gives us a voice. So it works both ways. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Don't hesitate. Go for it. You wont regret it, It also helps with your visibility and Google rankings so this is a bonus. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Keeps our Customer Service Executives on their toes. Helps them to improve. Directors can receive emails with the bad reviews keeping them abreast of a problem or a slip/decline in our service offering. We can react swiftly by being constantly informed. Review collected by and hosted on G2.com.

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UN
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Makes it easy to integrate feedback into an easy to relate story that other potential users can trust and get information from to make their purchasing decision. Being able to put faces to names and then to words makes it really easy to get an idea that, "Hey, there's a real person using this product and they have good things to say. That can't be all bad then, I should check this out." Review collected by and hosted on G2.com.

What do you dislike?

Not a big fan of how it seems to be setup in terms of pulling information. Sometimes the format doesn't appear correctly or it will occasionally cut off feedback. The color scheme of yellow and white is rather harsh and I think they could do a re-branding in the near future and make that a little better from a UX perspective. At least something that doesn't make me want to tear my eyes out. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Free trials are never a bad thing to determine if this is for you. Give it a shot and if it doesn't work out you won't be out any money. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Solves a lot of issues in terms of getting customer trust, but the benefit is having an increased online and social presence without having to put tons of work into it. Review collected by and hosted on G2.com.

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Managing Director
Internet
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Honest and genuine customer feedback with class leading support. Review collected by and hosted on G2.com.

What do you dislike?

V2 of admin isn't as optimised on mobile as it could be. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do it. Excellent product - amazing support. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Address customer confidence in buying pet medicine. Step change increase in sales. Review collected by and hosted on G2.com.

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EA
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Very simple tool that allows for unedited reviews from customers. We use the feedback extensively to improve all aspects of the business. Review collected by and hosted on G2.com.

What do you dislike?

The analysis of the reviews could be easier but I understand that the next version of the interface will improve this. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

How to get good, unbiased feedback from customers who have bought our products and experienced our service. The feedback we get is invaluable in enabling us to improve the business and resolve customer issues. Review collected by and hosted on G2.com.

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Do you work for Feefo?