Central Co-op strengthens feedback commitment with Trustpilot ‘Plus’ rollout

Posted by lauryn mellor | Published: 27/08/2025

Central Co-op Funeral has expanded its approach to customer feedback by going live with a Trustpilot ‘Plus’ account, enabling up to 200 invitations per month for bereaved families to leave public reviews following the support they’ve received.

As one of the UK’s largest independent co-operative funeral providers, Central Co-op is committed to delivering exceptional, compassionate care and continually improving the way it supports people through bereavement. The Society already gathers insights through internal Customer Satisfaction (CSAT) surveys, but this new subscription with Trustpilot brings an additional layer of transparency and engagement with families.

Trustpilot is one of the world’s most trusted review platforms, offering open access to honest customer experiences. By inviting families to share their reflections publicly, Central Co-op aims to better understand what’s working well and identify opportunities to strengthen its services further.

Lee Bevan, Head of Funeral at Central Co-op, said: “Supporting families through grief is a responsibility and a privilege. Every funeral we arrange is personal and unique, and we want to ensure every family feels listened to, supported and cared for. Feedback, whether through CSAT or Trustpilot, plays a vital role in helping us learn, grow and recognise the outstanding colleagues who go above and beyond every day. We welcome all reviews, because they help us improve and help others feel confident in choosing us during one of life’s most difficult times.”

CSAT surveys will continue to play a key role in service monitoring and internal development, offering detailed insights that support colleague recognition, training and quality assurance across all branches. The new Trustpilot initiative compliments this by promoting independent public feedback and reinforcing the Society’s commitment to transparency and accountability.

5-star reviews include:

• “Thank you for the professional and compassionate care of my deceased brother. Your support took away the added stress of having to deal with a sudden unexpected death. It was also kind of you to visit our home to organise the funeral arrangements instead of having to come into the office.”
• “Very helpful on all calls. Probate queries were the main issue being very stressful. Always explained processes no matter how many times I called, even if the same issue.”
• “Everything went off so sweetly. From the night my wife died until the day of her funeral. All of the staff were fantastic and I would like to give special thanks to Tracy in Wednesfield office for being there, her help was marvellous. Once again a big THANKS”
• “They were absolutely brilliant and so kind caring and respectful. We’ve used yourselves before twice that’s why we came back. Thank you for being you guys, never change, you all do an amazing job no matter how hard it maybe you always stay professional”

For further details, head to the https://www.centralcoop.co.uk/funeralcare/. Details on becoming a Member can be found at Members.coop.

ENDS

For press information
Press Office
pressoffice@centralcoop.co.uk

Lauryn Mellor, PR and Media Specialist at Central Co-op
lauryn.mellor@centralcoop.co.uk
07385 048004