Click here to close now.




















Welcome!

Blog Feed Post

Expedia appoints Feefo for pan-European customer reviews

Following a trial which saw customer reviews on Expedia (visible via Google search results) increase by more than 4000% in just 14 days, the world's largest online travel company has appointed Feefo to generate reviews for them from their customers' experiences with their Expedia.co.uk, Expedia.fr, Expedia.de and Expedia.nl sites.

Expedia will use Feefo to gather customer feedback on the service they receive from the various European websites. The move reflects the company's commitment to leveraging customer insight and feedback to build an ever-improving experience for its customers: a key part of Expedia's "People Shaped Travel" philosophy.

The immediacy of the reviews will allow Expedia to react quickly, responding to and correcting any customer concerns. In addition to the customer service benefits, Expedia anticipates the deal will also attract new customers, as 83% of travellers[1] consult reviews as part of their purchasing decision, and Feefo's partnership with Google allows them to generate gold stars in search results for their members, which increases site traffic.

Stuart Newman, Director of Customer Experience EMEA for Expedia said "Every day thousands of people travel and book with Expedia. So, finding a suitable partner to offer a level of engagement and insight with our customers, which reflects these volumes has been a challenge for Expedia. The Feefo system is simple to use and hugely effective, with the return on our investment easy to see, even in such a short time period."

The Feefo customer review system guarantees 100% genuine feedback, as only customers who have bought products and services from its clients are invited to comment. During Expedia's recent 14 day trial the Quality Score from its customers was 92% (those customers that rated Expedia Excellent/Good).

"Online travel is an immensely fast-moving business and the ability to build on and anticipate customer needs is critical to our continued success. The Feefo Team share Expedia's immense belief that all feedback provides valuable insight to drive business improvement with the scale and immediate visibility necessary to maintaining a market-leading customer experience. Having offered verified hotel reviews for many years, we understand the importance of being able to guarantee 100% genuine feedback as Feefo does. Our 92% Quality Score is a true testament to our continued commitment to improving the customer experience and, together with Feefo, we will be able to build on this further and faster in the future," added Newman.

Although this initial phase concentrates on four of Expedia's major European markets, further roll-out to more of its territories is planned for the future.

Andrew Mabbutt, Managing Director for Feefo, said: "Our ratings and reviews offering has been embraced by the travel, hotel and restaurant industry who want to hear and share customers' genuine feedback, not bogus comments. We are delighted that Expedia, the world's largest online travel company, recognises the benefits of our cost-effective and efficient solution and look forward to helping both them and their customers leverage the maximum benefit from reviews over the coming months and years."

Expedia will continue to gather customer reviews on their hotel experiences through its existing technology.

-ends-

Notes to Editors
Sources:
[1] ChannelAdvisor "Consumer Shopping Habits Survey", August 2010

About Feefo
Feefo is a customer review system with nearly 1000 brands, more than 100 of which are from the travel industry. Members tell Feefo who their customers are, so only genuine ratings and reviews can be submitted. No moderation is allowed, except for profanities, meaning the members of Feefo stand by their commitment to customer service, by sharing good and bad experiences with the world.

45% of personal travellers and 54% of business travellers have made travel plans based on reviews and experience of others. (Google, Think Insights).

When deciding between 2 hotels, 65% of people say that seeing a management response would sway them to book with the responding hotel. (Forrester)

Having stars in your Adword campaigns increases Click Through Rates by an average of 17% (Google Q2
2012)

For more information on Feefo and its services, please contact Matt Eames on 08456 800 320 or [email protected]

About Expedia
Expedia is the world's leading online travel agent offering access to over 160,000 hotels around the world (including boutique hotels as well as major hotel brand names),over 400 airlines along with car hire and destination experiences. By combining choice with specialist tools to help refine these options, Expedia helps travellers to find and create the trip that best matches their individual requirements.

Expedia is part of the Expedia Inc. brand portfolio. The company delivers consumers value in leisure and business travel, drives incremental demand and direct bookings to travel suppliers, and provides advertisers the opportunity to reach a highly valuable audience of in-market travel consumers through Expedia Media Solutions. Expedia also powers bookings for some of the world's leading airlines and hotels, top consumer brands, high traffic websites, and thousands of active affiliates through Expedia® Affiliate Network.

Expedia.co.uk, Expedia.fr, Expedia.nl and Expedia.de and the Airplane logo are trademarks or registered trademarks of Expedia, Inc. in the European Union and certain other jurisdictions. All other trademarks are property of their respective owners. © 2013 Expedia, Inc.

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

Latest Stories
Contrary to mainstream media attention, the multiple possibilities of how consumer IoT will transform our everyday lives aren’t the only angle of this headline-gaining trend. There’s a huge opportunity for “industrial IoT” and “Smart Cities” to impact the world in the same capacity – especially during critical situations. For example, a community water dam that needs to release water can leverage embedded critical communications logic to alert the appropriate individuals, on the right device, as...
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts...
Akana has announced the availability of the new Akana Healthcare Solution. The API-driven solution helps healthcare organizations accelerate their transition to being secure, digitally interoperable businesses. It leverages the Health Level Seven International Fast Healthcare Interoperability Resources (HL7 FHIR) standard to enable broader business use of medical data. Akana developed the Healthcare Solution in response to healthcare businesses that want to increase electronic, multi-device acce...
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading in...
Containers are not new, but renewed commitments to performance, flexibility, and agility have propelled them to the top of the agenda today. By working without the need for virtualization and its overhead, containers are seen as the perfect way to deploy apps and services across multiple clouds. Containers can handle anything from file types to operating systems and services, including microservices. What are microservices? Unlike what the name implies, microservices are not necessarily small,...
In 2014, the market witnessed a massive migration to the cloud as enterprises finally overcame their fears of the cloud’s viability, security, etc. Over the past 18 months, AWS, Google and Microsoft have waged an ongoing battle through a wave of price cuts and new features. For IT executives, sorting through all the noise to make the best cloud investment decisions has become daunting. Enterprises can and are moving away from a "one size fits all" cloud approach. The new competitive field has ...
Mobile testing is getting harder: more devices, multiple operating systems, higher quality expectations and shorter development cycles. In his session at DevOps Summit, Tom Chavez, Senior Evangelist at SOASTA, will discuss the seven steps to improving your mobile testing process. Tom Chavez, with 20+ years of experience as a product manager in software development tools, works in product management at SOASTA, the leader in performance analytics. He has worked across the Silicon Valley at indu...
Even though you are running an agile development process, that doesn’t necessarily mean that your performance testing is being conducted in a truly agile way. Saving performance testing for a “final sprint” before release still treats it like a waterfall development step, with all the cost and risk that comes with that. In this post, we will show you how to make load testing happen early and often by putting SLAs on the agile task board.
Manufacturing connected IoT versions of traditional products requires more than multiple deep technology skills. It also requires a shift in mindset, to realize that connected, sensor-enabled “things” act more like services than what we usually think of as products. In his session at @ThingsExpo, David Friedman, CEO and co-founder of Ayla Networks, will discuss how when sensors start generating detailed real-world data about products and how they’re being used, smart manufacturers can use the ...
The 5th International DevOps Summit, co-located with 17th International Cloud Expo – being held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the ...
The Internet of Things is in the early stages of mainstream deployment but it promises to unlock value and rapidly transform how organizations manage, operationalize, and monetize their assets. IoT is a complex structure of hardware, sensors, applications, analytics and devices that need to be able to communicate geographically and across all functions. Once the data is collected from numerous endpoints, the challenge then becomes converting it into actionable insight.
Moving an existing on-premise infrastructure into the cloud can be a complex and daunting proposition. It is critical to understand the benefits as well as the challenges associated with either a full or hybrid approach. In his session at 17th Cloud Expo, Richard Weiss, Principal Consultant at Pythian, will present a roadmap that can be leveraged by any organization to plan, analyze, evaluate and execute on a cloud migration solution. He will review the five major cloud transformation phases a...
While many app developers are comfortable building apps for the smartphone, there is a whole new world out there. In his session at @ThingsExpo, Narayan Sainaney, Co-founder and CTO of Mojio, will discuss how the business case for connected car apps is growing and, with open platform companies having already done the heavy lifting, there really is no barrier to entry.
As more intelligent IoT applications shift into gear, they’re merging into the ever-increasing traffic flow of the Internet. It won’t be long before we experience bottlenecks, as IoT traffic peaks during rush hours. Organizations that are unprepared will find themselves by the side of the road unable to cross back into the fast lane. As billions of new devices begin to communicate and exchange data – will your infrastructure be scalable enough to handle this new interconnected world?
DevOps Summit, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long development...