Central Co-op expands funeral service feedback with Trustpilot

Central Co-op Funeral has begun using Trustpilot to collect public reviews from bereaved families, in a move designed to improve transparency and complement its existing internal feedback process.

The society, one of the UK’s largest independent co-operative funeral providers, is now operating a Trustpilot ‘Plus’ account. The subscription allows it to send up to 200 monthly invitations to families to leave reviews about the support they received.

The initiative is intended to sit alongside Central Co-op’s internal customer satisfaction (CSAT) surveys, which continue to be used to inform staff training, monitor service quality and recognise individual contributions.

Trustpilot, an open-access online platform, is used by businesses to gather unfiltered customer feedback. By adopting the service, Central Co-op aims to better understand how families experience its care and to identify ways to improve.

Several five-star Trustpilot reviews have already been published. These include praise for professionalism, compassion, and staff support with probate and unexpected deaths.

Central Co-op said the new system would promote greater accountability by encouraging independent, public feedback while continuing to use private surveys for detailed operational insights.

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.”