Case Study: Worldwide Internet Insurance Services doubles reviews and boosts retention with Feefo

WWIIS doubles reviews and boosts retention with Feefo

Worldwide Internet Insurance Services (WWIIS) faced challenges with its previous review platform, Trustpilot, including duplicated and illegitimate reviews and issues with AI moderation. As an insurance intermediary operating multiple brands, they needed a platform that could provide a fair and accurate representation of their customer service to help foster loyalty and comply with Consumer Duty. They sought a solution from vendor Feefo to gain verified customer feedback with improved tracking capabilities.

By implementing Feefo's verified review service, WWIIS ensured only legitimate reviews were published. The solution provided detailed satisfaction data that led to specific service enhancements, such as changing renewal communications to specify exact expiration dates. This migration to Feefo roughly doubled their review response rate and enabled better complaint handling. The insights gained led to tangible business changes that increased customer retention and improved overall satisfaction.

Worldwide Internet Insurance Services (wwiis)