feefo

A new way to manage your reviews all in one place

Overview of changes

Dealer reviews are a crucial part of the selling process on Auto Trader and offer you a fantastic opportunity to showcase your customer experience.

Features and Benefits

Feefo are recognised by consumers as a trusted independent review platform

Feefo are specialists in the management and collection of service and product reviews

A dedicated support team to handle any queries/review disputes

Access to the Feefo Hub where you can effectively monitor and manage reviews you receive

Access to a real time view of the number of invites you have sent vs reviews you have generated and any outstanding actions

Frequently Asked Questions

For a step by step guide on how to access and navigate the Feefo Hub, please click here.

For a step by step guide on how to challenge a review, please click here.

For a step by step guide on how to reply to a review, please click here.

How to request a review video guide

To see an example copy of the review invite email, please click here.

For a step by step guide on how to check if a review invite has been sent in the Feefo Hub, please click here.

For review invites sent after moving over to the new Feefo Hub, a reminder will automatically be sent to the consumer 7 days after your initial review invite is sent. To see an example copy of this reminder, please click here.

If you would still prefer to resend an invite manually, please see the ‘How do I check if a review invite has been sent?’ guide above.

In most instances, reviews are sent instantaneously, however, there can occasionally be a delay due to Feefo processing a high numbers of requests.

Please allow 24 hours for your invite to be sent before asking Feefo to investigate.

There are a couple of reasons why your customer may not receive a review invite request –

The review invites could be falling into the customer’s Junk folder.

  • In this instance, please check the ‘Manage Feedback Requests’ section of the Feefo Hub to see the status of the invite.
  • If the invite appears in this section, please ask the customer to check their Junk folder. Alternatively, resend the invite to the customer.

The customer may have opted out of receiving emails from Feefo.

  • In this instance, please check the ‘Manage Feedback Requests’ section of the Feefo Hub to see the status of the invite.
  • If the invite doesn’t appear in this section, this would suggest that the customer has opted out of receiving emails from Feefo.

If you have any questions about whether a review invite has been sent / received by a customer, please contact autotradersupport@feefo.com and Feefo will check this for you.

For a step by step guide on how to challenge a review, please click here.

Yes you can. To do this, please follow the steps below –

  • Click on the downwards arrow in the top right hand corner and click on ‘Manage Profile’.
  • Feefo Review

  • Under ‘Service Feedback’, select which star rating you would like to receive email notifications for.
  • Feefo Review

  • Finally, click ‘Save Changes’.

To opt out of email notifications, please follow the steps below –

  • Click on the downwards arrow in the top right hand corner and click on ‘Manage Profile’.
  • Feefo Review

  • Under ‘Email Preferences’, click on each of the dropdown boxes and de-select those which you wish to opt out of.
  • Feefo Review

  • Finally, click ‘Save Changes’.

For a step by step guide on how to challenge a review, please click here.

The Feefo Hub is optimised/supported up to tablet size only. Please note: The Feefo Hub will work on mobile but is not mobile optimised and so this may disrupt your user journey.

To challenge a review, please do this by flagging the relevant review for moderation in the Feefo Hub.

For all other queries, you can email Feefo on autotradersupport@feefo.com

Email queries will be responded to within 3 working days from the date of receipt.

Review moderation = Within 2 working days from the date the review was submitted.

Review challenges = Responded to within 2 working days and resolved or escalated within 5 working days.

Email queries = 3 working days.

Monitored awaiting reply = Published reviews that are waiting for you to reply.

My to-dos = Reviews you have added to you to do list.

Unread = Reviews that have come in and you haven’t read yet.

Pending Moderation = Reviews that require second moderation (due to challenge or being flagged by our automated moderation).

Failed Moderation = Reviews that have been rejected.

Flag for Moderation = Challenge a review that has been left.

Verified customer = A review left from an invite you have sent to a consumer.

Verified reviewer = A review left by a consumer via the open review platform who has verified their review by clicking a verification link in an email.

You should always challenge a review via the Feefo Hub in the first instance, however, if you wish to escalate a review challenge, you can send an email to autotradersupport@feefo.com and title this with ‘Escalation’ in the email subject.

Feefo will then handle this in-line with their SLA’s (aiming to resolve within 5 working days).

If a you wish to make a complaint about Feefo, please send an email to autotradersupport@feefo.com and title this with ‘Complaint’ in the email subject.

Feefo will then handle this in-line with their SLA’s (aiming to resolve within 5 working days).

Reviews collected via the new Feefo Platform will look like this on your Retailer Stores page.

Feefo Review

Yes, if you have one of our Auto Trader Dealer Websites, your new Feefo collected reviews will feed through to this.

Please note: This functionality is not available for third party websites.

We don’t currently feed reviews to third party websites. This functionality is only available for Auto Trader hosted websites.

Please note: This has always been the case and isn’t something that has changed since the migration to Feefo.

At this stage, we don’t have any plans to feed reviews over to third party websites.

You will not be able to challenge a review that was collected by Auto Trader once you have been migrated over to Feefo.

Please make sure you have reviewed and challenged any outstanding dealer reviews prior to your Feefo migration date.

You will not be able to reply to a review that was collected by Auto Trader once you have migrated over to Feefo.

Please make sure you have reviewed and replied to any outstanding dealer reviews prior to your Feefo migration date.

We are unable to migrate the reviews you collected via the Auto Trader review system over to the Feefo Hub, this is because this content was collected and processed by Auto Traders systems and moderation rules. As a result, you will no longer be able to see or access your old Auto Trader reviews via Portal.

Please note: The reviews you collected through the Auto Trader reviews system will remain live on your Retailer Stores page and will continue to contribute towards your overall Star Rating on Auto Trader.

To send your existing Feefo reviews to your Auto Trader Profile Page, please contact Feefo and ask them to set up a feed.

Please note: You will need to provide your Auto Trader Dealer ID.

Yes you can, please see ‘What third parties do you accept reviews from and how do I set this up?’

We accept reviews from the following 3rd party review providers - Feefo, Trustpilot, Car Dealer Reviews, JudgeService, Marketing Delivery, Reviews and Reevoo.

To send your existing 3rd party reviews to your Auto Trader Profile Page, please contact the relevant review provider and ask them to set up a feed.

Please note: You will need to provide your Auto Trader Dealer ID.