West Brom Building Society has won the Feefo Gold Trusted Service Award for the second year in a row. The award is an independent seal of excellence, which recognises businesses that consistently deliver exceptional customer experiences.

Feefo established the Trusted Service Awards in 2014 to highlight brands that lead with transparency. These awards are based purely on the analysis of verified reviews from customers and Feefo’s platform provides consumers with the confidence that the feedback they see is 100% genuine.

To be eligible for the Gold Trusted Service Award, businesses must have gained a review rating of between 4.5 and 5 and have received at least 50 reviews over a 12-month period.

Working with over 6,500 organisations worldwide, Feefo is one of the largest providers of verified reviews, helping brands understand their customers by analysing reviews and providing insights into trends, needs and habits.

Adele Hayward, Head of Operations said: “Winning this award for a second year in a row is a powerful reflection of the experiences our customers have with us. Knowing that this recognition comes directly from their honest feedback makes it even more meaningful.

“Our teams work incredibly hard to listen, support and deliver a great service to our customers both over the phone and in our branches and this achievement shows our customers think this too.”

Tony Wheble, CEO at Feefo said: “The Trusted Service Awards were established to honour brands that prioritise the voice of the customer above all else. By winning this award, West Brom Building Society has proven they listen to their customers and act on that insight to create world-class experiences.

In an increasingly crowded marketplace, this achievement distinguishes the West Brom as a leader in transparency and service excellence, setting a gold standard for others to follow.”