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Expedia partners with Feefo reviews in Australia

November 28, 2013 OTA News No Comments Email Email

Expedia, the world’s largest online travel company, has partnered with authenticated review service, Feefo, in Australia. The relationship reinforces Expedia’s commitment to leverage customer insights and feedback to further enhance Expedia’s customer experience.

Expedia is using Feefo to gather feedback from both customers and visitors to its website. The immediacy of the reviews allows Expedia to react quickly, responding to and correcting any customer concernsSince launching a little over a week ago, Expedia Australia has received more than 2,600 reviews with 93% of respondents rating Expedia’s service as “good” or “excellent”.

Justin Lee, Customer Experience Director, Expedia Australia, comments on the partnership: “We understand the importance of reassuring customers through feedback from fellow travellers. Feefo provides an independent public platform where our customers and visitors can share their feedback on our site, which enables us to better anticipate our customers’ needs and helps us deliver a better customer experience.” 

The Feefo deal, which is also expected to attract new customers, has no impact on Expedia’s existing hotel review technology, ‘Expedia verified reviews’, where customers are invited to review the property after their stay. 

Feefo and Expedia first started working together in the UK, France, Germany and the Netherlands in February. The Feefo system claims to guarantee 100% genuine feedback as only those who have bought a product or service are asked to comment.

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