Authenticated review service Feefo has extended its partnership with Expedia to cover its US, Canadian and Australian sites.
The Feefo platform generates feedback from genuine customers. Its deal with the world’s largest travel agency marks a remarkable growth story in travel in just two years.
Andrew Mabbutt, managing director, said: “Feefo has achieved a status within the travel industry that we are justifiably proud of.
“Our partnership with Expedia truly cements our position as the most trusted provider of customer feedback.
“In only a few months Expedia has generated over 140,000 genuine reviews, rigorously testing our solution, and proving that it reflects the high quality service insisted upon by one of the industry’s largest organisations.”
Feefo and Expedia first started working together in the UK, France, Germany and the Netherlands in February.
Expedia uses Feefo to generate rating of its services as opposed to the product it sells. In the UK it has achieved a 92% quality score.
The company has exploited the increasing need for firms that operate online to manage their reputation to built trust with consumers and enhance search engine rankings.
With three quarters of overall travel research by leisure consumers now being conducted online Feefo says a brand’s digital image and transparency has never been more important.
Stuart Newman, director of customer experience at Expedia, said it has already seen a return on investment since it started using Feefo.
He said it highlights the “importance of reassuring customers through feedback from others”.
Newman added “the significant impact on customer engagement, identification of customer pain points and the positive impact on our marketing channel click-through rates” was a key driver in the decision to extend use of the service.
Newman said: “We understand that travel decisions can be stressful and customers are looking for reassurance that they have made the right choice, both in terms of the hotels and flights they book and the company they have booked with.”
Deployment of the Feefo service inspires confidence in customers using digital platforms and supports Expedia’s international presence, said Newman.
“With local language sites across the world, Expedia’s use of the Feefo platform grants us a detailed and international understanding of travel consumer’s strongest likes and dislikes in each market.
“The ability to then act on this data, drawn from verified customers, provides a valuable tool to ensure that Expedia can uphold our customer focused philosophy and that we continually improve the service we deliver to our customers.”