With automation shaping more of the customer journey and ensuring reliable delivery, the challenge is where human connection comes in. At drvn, we believe the only way to sustain excellence is through intentional listening, taking the time to hear what clients really have to say.
Knowing that not all feedback is created equal, we’ve partnered with Feefo since 2020, and this endeavor has been nothing short of transformational.
Earlier this month, we had the honor of joining the Feefo team for a LinkedIn Live session, peeking behind the curtain on how our collaboration has helped redefine what feedback can do when harnessed strategically. The full recording of that conversation is available here: https://www.linkedin.com/events/7340361670055092224/comments/
In our recent LinkedIn Live with Feefo, we pulled back the curtain on how verified reviews became the backbone of drvn’s commitment to service excellence. This isn’t just about stars. It’s about strategy.
From over 10,000 five-star reviews to real-time operational insights, Feefo has become far more than a review platform. It’s a trusted partner, helping us turn client voices into action, accountability, and growth.
If you want to understand how feedback can move a company forward, and what makes this partnership so powerful, the article’s for you. And if you just want the punchline: real feedback, used right, changes everything.
Crafting a seamless ground transportation experience demands precision, trust, and the kind of consistency that clients can rely on without question. If you couldn’t tell, this is far more than just getting our passengers from point A to point B. For those who ride with drvn, executives, dignitaries, event architects, trust is the foundation and standard of our service.
Where star ratings are everywhere but substance often isn’t, 75% of consumers report being concerned about fake reviews. That’s a massive trust gap, and is a critical reason we work with Feefo.
The team over at Feefo have a system that only allows for real and authentic reviews that can’t be faked.
By inviting only verified clients to share feedback, Feefo delivers a layer of authenticity that aligns perfectly with our standards. It gives us clarity, gives our clients confidence, and rebuilds the trust between us and the people who read our reviews. Verified reviews give our team insight grounded in real journeys, from real people. And that’s something we can actually act on to improve our product, service, and technology.
Feefo has become deeply embedded in how drvn thinks, plans, and operates. Unlike platforms that treat reviews as marketing accessories, Feefo integrates into the heartbeat of our business, providing the ability to submit reviews using what they call “smart links” that send review data directly through our platform to theirs. Their system ensures every piece of feedback is from a real client, tied to a real ride, and recorded in real time. This has made our data more trustworthy as well as actionable.
Feefo insights inform our every move, from client relations to compliance, sales to brand development. In the live conversation, we heard from Tarra Birdsall, our Brand Manager; Braidor Jimenez, Director of Client Relations; Melissa Rey from Compliance; and Ben Berard, representing Business Development.
Tarra talked about how drvn moved from marketing through promises to marketing through proof. She emphasized how Feefo enables authentic storytelling by letting drvn’s clients speak for them, not just flashy campaigns. It’s about building trust through proof.
Braidor gave insight on how customer feedback helps shape real-time decisions within client success. He shared that Feefo’s dashboard helps his team flag issues early and proactively reach out to clients, turning what could be a negative into an opportunity to deepen the relationship by using the feedback as a conversation starter.
Melissa shared how Feefo supports compliance by offering verified, auditable customer reviews, a crucial feature for drvn’s ISO-certified quality management systems. She explained how the Feefo partnership fits into broader compliance frameworks, ensuring that drvn preserves transparency by being accountable for service and continuously improving on it.
Ben showed how Feefo improves sales by highlighting trust signals during the sales process. He explained how drvn uses verified reviews to tell our story, rather than using generic pitches, especially when talking to new clients. The volume and continuous 5-star rating of reviews creates confidence beyond what any sales script ever could.
Each department had a unique story to tell, and Feefo creates the connection between our platform, our passengers and partners.
The number is staggering. Over 10,000 verified five-star reviews in a single year. But those reviews weren’t the goal. They were the signal. The proof that intentional systems, when built around real feedback, can create consistently excellent outcomes.
It’s true, every five-star review is a moment to celebrate a chauffeur or recognize a logistics manager. But just as importantly, any rating below five initiates our rapid response to find a resolution. That’s the beauty of Feefo: it fuels our pride and progress.
Their tools show us exactly what clients feel, and they help us understand why. From AI-powered sentiment analysis to review velocity tracking, we’ve been able to develop proactive protocols that catch issues before they scale.
In the Live, Braidor spoke candidly about how Feefo has reshaped team dynamics. Feedback is now the central metric for staff and team-focused improvements. Weekly performance reviews now incorporate Feefo trends. Account reviews include Feefo sentiment analysis. Perhaps most impactfully, our operations teams use reviews to tailor chauffeur coaching in near real-time.
By using Feefo, we’re given the ability to truly listen to our clients. This is because Feefo allows us to get a look into the client’s raw, unfiltered emotion at the time of service. Whether it’s a compliment on punctuality or a note about vehicle temperature, verified reviews echo through our business, resulting in process updates or service personalization strategies.
We’re proud of our service, but we’re even prouder of our willingness to be held accountable for it. Feefo enables us to live this out publicly. Verified reviews are used everywhere possible, including being displayed on our website and featured in client proposals. Additionally, they’ve become part of the engine moving us forward to better client satisfaction and technology.
In the Live discussion, Tarra shared how marketing at drvn has naturally shifted toward letting our work speak for itself. We’ve found that the most compelling story is often the one told by our clients in their own words instead of manufacturing polished claims. With Feefo, those stories are captured honestly, and they’ve become an essential part of how we reflect who we are and how we grow, all while avoiding the clutter and distraction of unwanted lip-service.
What makes Feefo unique, and why we’re vocal about our relationship is the people behind the platform. The Feefo team delivers an amazing product. With that, they deliver game-changing perspectives on our clients that we wouldn’t be able to find anywhere else. Feefo helped us refine review request timing, optimize email language, and interpret complex behavior patterns in our data, just to name a few.
As Ben Berard mentioned on the Live, the drvn and Feefo partnership feels less like vendor support and more like strategic collaboration. They care about how we grow, and they help us do it thoughtfully.
There are no shortcuts to trust. Trust is built one ride at a time. Trust is why we chose Feefo. Using Feefo, we get to view our performance one review at a time.
To the brilliant team at Feefo: thank you for building a platform that matches the depth, nuance, convenience, and sophistication that clients like ours demand. Thank you for showing up not just as a tech provider, but as a thought partner. La stely, thank you for letting us share our story, live and unfiltered, with your network.
If you missed the session, we invite you to watch the replay. You’ll hear what it really takes to operationalize excellence, and how verified feedback, when treated with care, becomes the foundation for it all.
Watch the Live here: https://www.linkedin.com/events/7340361670055092224/comments/
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