Case Study: drvn boosts quality control and compliance with Feefo

drvn boosts review response rates by 400% with Feefo

drvn, a global passenger ground transportation service, sought to enhance quality control and compliance after achieving ISO 9001 certification. With a previous provider yielding low engagement, they needed a robust feedback platform to collect actionable customer insights for their Quality Management System. They turned to the vendor Feefo for its verified review and insights platform.

Feefo provided an integrable API and structured feedback tools, allowing drvn to segment reviews by service elements and feed them into their quality control processes. This solution increased review response rates by over 400% in three years and raised actionable changes by 20% year over year. The results included increased quality scores from auditors, higher customer retention, sales growth, and significant organizational improvements based on the insights gained through Feefo.

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