Case studies
The most effective way of convincing visitors to trust us is to let them hear genuine feedback on an independent forum from real customers.
We at Mazuma Mobile are committed to offering the very best value and service when it comes to recycling old mobiles into cash. We offer service guarantees on our website but by far the most effective way of convincing visitors to trust us is to let them hear genuine feedback on an independent forum from real customers. Using Trustpilot, we’re gathering around 2,500 reviews a month, enabling us to prove to our visitors that that we’re head and shoulders above our competitors in terms of reliability and customer service.
Click here to read the entire case study (PDF)
Charlo Carabott, Managing Director, www.mazumamobile.com
22% improvement in conversion rate by displaying 'Best in Category' badge
By promoting the "best in category" badge we increased our conversion rate by 22%. This is based on the number of conversions in the 14 days prior to using Trustpilot, and the first 14 days in which we promoted Trustpilot.
View case study (PDF 4 slides)
or visit indigo-herbs.co.uk
Steve Mckewon, Owner, indigo-herbs.co.uk
35% increase in conversion rate by using Trustpilot Business
Trustpilot Business has been vital to our business. It enables us to better listen to our customers and to improve our customer service. We have also noticed a sharp increase in conversion since deploying Trustpilot reviews on our product pages. Summing up: consumer confidence = better conversion.
View case study (PDF 2 slides)
or visit productpage on diabloskinz.com
James Marlow, Managing Director, Diabloskinz.com
Trustpilot provides a vital bridge between Customer Service and Marketing
When answering complaints and generic comments in public, we show that we care about our customers. In that sense, Trustpilot has become the bridge between customer service and marketing.
Click here to read the entire case study (PDF)
Detlef Hoffmann, Managing Director, www.autoeurope.de
The independent online review solution from Trustpilot demonstrates focus on Customer Service while adding Brand value
The TrustScore now works as our predominant KPI for quality of customer service. We estimate that at least 50% of our staff check the score and the individual reviews on a daily basis. Our staff take great pride in dealing with a bad review successfully, but also rewarding good reviews as well. In that sense Trustpilot not only works as an online review solution but is brilliant as an internal management tool as well.
Click here to read the entire case study (PDF)
Tom Dolby, Director, www.barringtonsports.com
Real customer feedback while boosting conversion rates
Displaying customer feedback in the left column of our client's shop has contributed to a +11 % increase in sales conversions. We were particularly happy to see the Achilles heel in the sales funnel, namely the step from shopping basket to login, improve by almost 9%.
Click here to read the entire case study (PDF)
Nikolaj Landrock, Manager, www.solo.dk
Trustpilot has not only improved our online reputation, it has taken our after-service to another level.
Online purchasing can often be a faceless, unnerving experience. Whilst all businesses spend both money and time trying to improve their reputation, the best way to build this confidence is to hear someone else’s comments, good or bad. Trustpilot provides us with a platform to help previous customers convey their experiences to potential customers, by allowing us to collect, display and comment on positive or negative reviews, therefore helping us to turn our website into a friendly, helpful online 'shop' rather than a cold computer screen.
Peter Tatton, Online Distribution Manager, www.cyclestore.co.uk
By displaying our Trustpilot score on our website, we can prove to our first time buyers that we give the best service in the business.
We pride ourselves on being able to offer personalised service and sound buying advice to our customers. Our number one priority is customer service, which with the help of Trustpilot we are able to measure and communicate to our customers. We've been really impressed by how keen customers are to have their say when they like the service we have provided. By collecting reviews through Trustpilot we are able to easily measure our success (or find out where we need to improve) and by displaying our Trustpilot score on our website we can prove to our first time buyers that we give the best service in the business.
Kristina Gostelow, Operations Director, www.hifiheadphones.co.uk
7,11% increase in sales by displaying Trustpilot at checkout.
Made4men, a leading provider of skincare and body products, tested the effect of implementing Trustpilot reviews on the checkout page. Even with an existing walk-through-rate of 74%, reviews from Trustpilot increased not only conversion but also basket size.
View study case (PDF)
or visit made4men.dk
As is always the case, Made4men conducted this test independently and was under no influence by Trustpilot, economically or otherwise so.
Jesper Hvejsel, Managing Director, Made4men.dk
Trustpilot is a great tool for both our company and our customers.
Every day it’s so refreshing to see our customers’ feedback with such positive reviews. This gives our company and our customers confidence in our service and our products. Truspilot has increased our visibility as a trusted online retailer, and gives our potential customers a high expectation of the quality of our service.
Hannah Cheney, Customer Services Team Leader, www.hifi-tower.co.uk
The most cost-effective, open and transparent customer feedback platform on the market today.
Our Clients are absolutely loving Trustpilot on our website. This is the key test as customers will tell you as it is. After years of searching and trying unsuccessfully, we have found the answer. Having adopted Trustpilot, it is certainly the most cost-effective, open and transparent customer feedback platform on the market today.
Paul Reynolds, Director, www.yourmoneymanager.co.uk
I love the fact we can respond to any bad reviews and have the ability to turn around the customer’s poor impression.
Using Trustpilot ensures you stay on your toes and give the best service, knowing you will be commended or criticised openly on the Trustpilot platform to your future customers, using the direct link from our website homepage. I love the fact we can respond to any bad reviews and can turn around the customer’s poor impression by explaining what may have gone wrong, and then the customer can re-write their review based on how you handle their comments. Trustpilot has been a great addition and valuable investment to our website and proves to customers that the reviews are genuine and not self-penned.
Alex Ramsay, General Manager, www.geyser.co.uk
15% improvement in conversion rate by displaying Trustpilot category badge.
By displaying trustpilot category badge, we increased our conversion rate with 15%. This is based on A/B split test. The test ran over 14 days with over 600 conversions.
View study case (PDF 2 slides)
or visit cykelpartner.dk
Dennis Drejer, Web developer, cykelpartner.dk
Customers had used Trustpilot to check out Buyaparcel before purchasing - real evidence that the review platform works.
Following several Google algorithm updates and the continuous growth of eCommerce resulting in greater competition in the marketplace, our traffic dipped in number after years of an upward trend. We knew our service was excellent so when we discovered Trustpilot, we thought this would help show potential customers what we were able to offer.
Our Trustpilot reviews are coupled with Google products which instantly gives more customers confidence in choosing Buyaparcel over the competition. Combined with other efforts, our traffic has increased once more and we have had some record months in terms of sales. Conversion stats are not available since a hiccup with goals just at the wrong point in time on Google Analytics, but in real terms, we are now growing at an incredible rate – going from £5M revenue last year and set to do £7M in our current financial year. If turnover is maintained at the current level, we can enjoy more than £9M in 2012.
Some of the comments on the reviews actually show that before purchasing, customers had used Trustpilot to check out Buyaparcel before purchasing - real evidence that the review platform works. Trustpilot combines our Trustpilot reviews, eBay ratings and also scrapes from any other review sites to calculate our score. With all these sources combined, potential customers can see others’ opinions of Buyaparcel.com in one place.
Becoming a Trustpilot customer has allowed us to offer our customers a place to leave a review instead of hoping they will do so by chance. We can be assured that genuine customers are leaving reviews because Trustpilot is able to validate our invoice numbers. We have also been able to interact with our customers to see what they like and where we can improve.
We are currently top in the Tools, Gardening and Bathroom categories on Trustpilot. We are also 2nd in the main Home and Garden category and we are determined to be 1st very soon. All this we have achieved in just 5 months.
The support that the Trustpilot team gave us was excellent and we look forward to continue to grow, with Trustpilot remaining very much a part of our reputation building process, giving new customers the confidence they need to trust and use our website.
Mike Parker, Technical Director, www.buyaparcel.com
Read testimonials from
www.cyclestore.co.uk, www.hifiheadphones.co.uk, Made4men.dk, www.hifi-tower.co.uk, www.yourmoneymanager.co.uk, www.geyser.co.uk, cykelpartner.dk and www.buyaparcel.com
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