Purpose
To provide a standard approach to how and why we use testimonials.

Testimonials provide evidence of satisfactory dealings with the company.  The evidence is made more powerful because it comes from ordinary customers.  Existing customers are the peers of the new customers who read the testimonials.  These new customers can relate to the testimonials because they are from similar people. 
•	Evidence of satisfactory dealings with the company:
•	Enhances the company's reputation
•	Motivates staff to provide exemplary service, so that they will receive a good testimonial

Procedure
Customer Service Manager 
•	Records on a register the fact that we have received a feedback form
•	Files all testimonials