Patons scoops Feefo customer service awards five years in a row

Patons Insurance has again been recognised for its excellent customer service, after scooping top awards for five years in a row.

Patons achieved Feefo’s Platinum Trusted Service Award for delivering continued customer service excellence to taxi insurance customers in 2022 and won it again in 2023 and now in 2024.

The platinum awards are given to businesses that achieve Feefo’s Gold Trusted Service Award for three years in a row. Patons first received the gold standard in 2020 after collecting 599 reviews with an average 4.7 Feefo service rating. The minimum is 50 reviews with a rating of between 4.5 and 4.9 each year. Patons repeated this in 2021 with 501 reviews with a 4.7 rating and 852 reviews with a 4.8 rating in 2022, when it scooped its first platinum award.

Putting customers first

The award is particularly important to Patons because it recognises businesses that consistently deliver a world-class customer experience – and it is our customers who have voted for it.

Feefo established the Trusted Service Awards in 2014 to recognise brands that use the platform to collect verified reviews and receive exceptional feedback from their customers. The awards accurately reflect a business’s dedication to providing outstanding customer service by analysing feedback from real customers.

Working with more than 6,500 brands, Feefo is the world’s largest provider of verified reviews, helping companies understand customers by analysing verified reviews and providing insight into trends, needs and habits.

Building trust

It enables businesses to gain a deeper understanding of customer sentiment, behaviour and intent, empowering them with insights to make better business decisions and improve their return on investment. And with 96% of customers relying on reviews to purchase, Feefo also creates trust between consumers and businesses by adopting a unique approach to only collect verified reviews from real people.

As the cost-of-living crisis continues to make people cautious with their spending, the businesses that stand out are those who put excellence in their service and add a customer advocacy strategy. This award celebrates brands that are delivering standards that go above and beyond.

Commitment

Patons operations director Joanne Noonan said: “I am incredibly proud of everyone in our team who has worked so hard to achieve this Feefo Platinum Service Award for the third consecutive year and my huge thanks goes to each and every one of them.

“It takes a lot of time, effort and dedication from everyone, but our main focus is always ensuring we put our customer at the heart of what we do, and I think this third Platinum Service Award proves that!

“Keeping our customers happy is our priority. So, the fact that this award is based on feedback from real customers gives us confidence we are providing an exceptional level of service. The award reflects how hard our staff work to listen to our customers and keep them happy, especially in a climate where purse strings are tight.”

Recognition

Tony Wheble, CEO at Feefo, said: “With customers continuing to build resilience in a time of economic uncertainty, we’re delighted to showcase thousands of our clients who are continuing to go above and beyond for each and every customer.

“The Trusted Service Awards have always been about recognising companies that go way beyond the norm in customer service and in turn receive great feedback from delighted customers.

“A particular congratulations to Patons for winning a third Platinum Trusted Service Award by providing great customer service consistently over a number of years. I look forward to seeing them continue to achieve next year and beyond.”