Our Journey with Feefo: From Feeling Vulnerable to Becoming Award-Winners!

By Tom Vincent

At the start of 2023, Feefo awarded us with their ‘Trusted Service Award’. This was an amazing achievement for the team at 20/20 and one that demonstrated our continuous commitment to delivering the highest quality of service to our customers.

Our journey with Feefo started back in 2018; our aim was to provide future clients with easy access to honest reviews before purchasing one of our courses. Although we are extremely confident in the courses we offer, there was a slight feeling of vulnerability to joining the platform. We were delving into the world of public reviews and ultimately, letting our customers do the talking for us! This feeling of vulnerability was coming from factors associated with our offerings being out of our control, for example:

· Accrediting body exams

· Online learning platform and individual’s internet connection

That being said, I knew (and still know) as an Employee-Owned business, every cog in the 20/20 machine is excellent and more importantly, we genuinely care about the delegates experience throughout their journey with us.

Therefore, it was important for us to offer transparency and allow people to read genuine feedback - ‘warts and all!’ It was also something that would be valuable to us from a business-perspective; we want to listen, understand, and respond to all our customers to ensure we continue offering the highest level of service and improve when needed… And Feefo provides us with the opportunity to do so!

On the rare occasion we get a negative review – even though it might not be a direct fault of ours, it is still our responsibility to ensure we are proactively trying to improve the situation for our clients and delegates because, after all - the little things matter!

So, let’s fast forward to 5 years of collecting unfiltered reviews, we have proudly achieved a 4.3/5-star rating and received the prestigious ‘Trusted Service Award’ for 2023. The journey began with us feeling very vulnerable but has only demonstrated our strengths and helped us to foster a stronger relationship with our customers.

We are extremely grateful for all of the reviews over the last 5 years and are committed to providing the very best service to all existing and future clients.


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