Secure Trust Bank Group has won the Feefo Platinum Trusted Service award for Moneyway Motor Finance and V12 Retail Finance and the Feefo Trusted Service Award for STB Savings.
Since 2014, Feefo has recognised the businesses who deliver exceptional experiences, using feedback from real customers.
The Trusted Service Awards are unique as they are based purely on feedback from real customers. This means they are a true reflection of commitment to outstanding customer service.
Feefo gives the Platinum Trusted Service awards to businesses who have achieved Gold standard for three consecutive years. To receive a Gold Trusted Service award, businesses must have collected at least 50 reviews with a Feefo service rating of between 4.5 and 4.9 between 1st January 2020 and 31st December 2021. The Trusted Service Award goes to businesses who have used the Feefo platform to collect at least 50 reviews between January 1st 2020 and December 31st 2021 with a Feefo service rating of between 4.0 and 4.4.
Donna Stanway, Senior Business Improvement Manager commented: "We're thrilled to receive the Platinum and Trusted awards from Feefo. It means a lot because it's based on feedback from our customers and is great recognition that we are living our Customer-Focused value.
"The award also recognises just how hard colleagues have worked in difficult circumstances over the last couple of years. We're fully committed to the highest quality of service, so it's vital for us to listen, understand and respond to our customers."
This award means even more following another difficult year. Online interactions have soared since the start of coronavirus. People are now 40% more likely to leave feedback after a purchase. This has made it very difficult for many businesses who struggled to respond effectively. 43% of people now believe that companies have become less effective at dealing with negative feedback in the last year.
Congratulating STBG, Kim Burgess, Head of Customer Success at Feefo, said:
"The Trusted Service Awards recognise companies who above and beyond to provide the very best customer experience.
"I'm so impressed by how our customers have overcome the challenges of the past two years. A particular congratulations to our Platinum Trusted Service winners. It's an extremely tough challenge.
"I can't wait to see what our customers achieve in 2022."