Hello and welcome to Feefo! Onboarding. Step One: Set up

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1 This document provides a step by step guide to starting your journey with Feefo. It will explain how the process works, from your initial sign-up, through to Onboarding and your subsequent time with Feefo. These stages and the associated Feefo terminology are outlined below: Onboarding Contact: [email protected] Duration: approx 1 month Overview: Onboarding is the process that sees the account created, populated with your business details, s to your consumers defined, your sales data formatted in a way that Feefo s system requires and reporting tools set up to ensure you generate the critical business intelligence from your feedback. Step One: Set up If you haven t already completed a trial, you will need to fill out an account set up form (see attached Appendix 1). Once this is completed and returned to us (to the above address) we will set up your Feefo account. You will be provided with your account details, which will allow you to login to Feefo and access the Help Tab from the Feefo Administration pages.

2 Step Two: Data Uploads Once we have your account set up, we will send you two documents: an example data sheet that illustrates the information required, and another detailing how to start generating feedback from historic data (appendices 2 and 3). After you have sent your first batch of data, we will check that it conforms and then upload it to Feefo. Your consumers will then receive s from Feefo asking for feedback. Once you are comfortable uploading data yourself, we will introduce the concept of automating the submission of your sales transaction data. You will be referred to Feefo s Technical Support team to implement this feature. Congratulations, you are now running Feefo! Step Three: Integration To truly benefit from the genuine consumer ratings and reviews generated by Feefo, you should consider integrating Feefo with your website. This will give real-time consumer ratings and reviews at a product level, useful in converting website visitors in to customers and for promoting your domain in search engine listings. Having decided integration is required, you need to consider the appropriate version that will generate the benefits you need. We have two options available for integration - XML or Javascript. For full details on each method, please take a look at the Integration Manual. Our recommended method of integration is via XML for the following reasons: Google will better recognise reviews integrated into your website via XML which can aid your search engine ranking.

3 Your site quality score will be increased. Potentially lower your CPC (cost per click) if you are running an Ad Words campaign. XML also has the added benefit of keeping consumers on your site rather than distracting them with a pop up page (Javascript). If XML integration is not a realistic option we also offer the ability to integrate through Javascript, example below: Once the options are understood, liaise with Feefo s Technical Team who will work with your development team to integrate content in to your website. As a Feefo merchant, you are required to present the Service Rating on your home page; Feefo s team can provide you with the assets required that allow you to share your consumers opinion of your Customer Service.

4 In addition to website integration, Feefo offers a Facebook app at no extra cost. This allows your consumers reviews to be properly integrated with your Facebook page, providing great content for your business to link to socially and recognition to your followers of the quality of your products and services. If this is of interest, please speak with Onboarding or the Customer Service Team. If you have created your account, have set up automated links for your sales transactions, integrated Feefo s ratings and reviews with your website, added the Facebook app and begun downloading reports, CONGRATULATIONS! You will now witness your business transform in new and exciting ways. Continued Support Once you are comfortable with how the system works, and you either have data being successfully fed through to Feefo automatically, or are content with the manual upload process, you will be signed-off from Onboarding. For ongoing day-to-day use of Feefo, your point of contact will be the Feefo Customer Support Team. The team, available office hours by phone and , will provide assistance with most user issues, help with account management and be able to advise on handling the feedback process. In the event that the reported issue requires additional technical expertise, they will call on the Technical Support team. Typically, the Customer Service Team assists with user issues, data uploads, management of your Feefo account, feedback request enquiries and use of the reporting suite. Customer Service support Point of contact: [email protected] Availability: for the duration of your use of Feefo, UK office hours; any queries regarding your Feefo account and pages or customer service queries

5 The Help Tab Feefo provides a full suite of help videos and manuals for mastering your Feefo account. These easy-to-use resources are essential reading for those wishing to achieve the best value and results from Feefo s service. Many of the FAQs about getting set up with Feefo are covered in more detail here. The help tools have been bookmarked so that a specific section can be viewed quickly and easily using the links provided. Areas covered are: Account set up Uploads Reports Your Feedback page Integration