Voliamo logo

Voliamo travel case study Trustpilot

We spoke with Voliamo's Partnership Manager to better understand how they leverage reviews as a channel to engage with today’s travellers.

__Trustpilot:__ Why did you choose Trustpilot?

__Tahleel Ahmad:__ Being an OTA (Online Travel Agent), we primarily sell travel services to our customers. Trustpilot was brought in to get more feedback from our customers and better understand what we’re doing right, and what needs to be improved. It was part of our penetration strategy to list ourselves on a consumer review platform that helps us stick to our vision and deliver the best experiences possible to our customers.

__TP:__ Are there multiple departments or teams using Trustpilot? If so, how are they using Trustpilot?

__TA:__ Yes, multiple departments use Trustpilot and we have created multiple users for all those respective departments. Majority usage ranges from sending manual/bulk invitation links to tagging reviews, showcasing reviews specifically and analysing feedback.

__TP:__ Where are you currently using Trustpilot?

__TA:__ We’re currently showcasing our Trustpilot rating and reviews on many of our website’s pages. We have a ‘MicroStar’ widget on our homepage, which can be seen below:

trustpilot widget homepage

Adding this small widget to our homepage helped us build trust among users and also helped boost the overall customer confidence. It contributed towards increasing the average user session by approximately 38%, and also drastically brought down the bounce back rate by 1193% across all channels. 

reduced bounce rate

We also use Trustpilot on all of our landing pages. Since we rely on varied marketing channels and the majority of them have specifically targeted landing pages, we decided to go with a ‘Carousel’ widget on top of the page footer, keeping our customers’ reviews throughout the site. 

This proved to be really successful as in a month’s span only, Trustpilot recorded above 100K impressions since December 1st 2019, which clearly states its engagement with our audience. 

trustpilot carousel widget

In addition to the homepage and the landing pages, we’ve also added widgets to our product pages. In travel, the product page often refers to a complex package that can’t be booked online. 

Our product pages contain holiday itineraries which are an outcome of a combination of flights, hotels, transfers & activities. We understand the customer psyche behind purchasing a complex package wherein a huge amount of trust needs to be placed as nobody would like to spoil a holiday experience to save a few pounds. To cater to this, we’ve placed a ‘Quote’ widget on all our product pages which include reviews with a ‘Recommended’ tag on it only. 

This way, we are able to showcase our reviews wherein our customers have marked us as a recommended travel agency to intending buyers. This helped boost the trust among buyers and brought us an increase of 12% in the number of queries from product pages alone. Below is a screenshot of one of our product pages:


product pages widgets

Our contact us page showcases all of our recent reviews too. We always aim for customers to reach out to us through a single channel in order to cut down on repetitive queries, so we’ve added a ‘Grid’ widget on the [Contact Us](https://www.voliamo.eu/contact.php) page.

This grid only includes service reviews. This widget has brought down the number of customer queries from omnichannel to a single channel as the service reviews assure customers that we are quick enough to respond and solve their issues.

contact us page

contact us page reviews

The same ‘Carousel’ website-wide widget appears on our checkout page too. To us, it was important to add social proof at such a crucial stage of the customer journey. This helps reassure the customer and boosts their overall confidence in our services.

checkout process reviews

We also like to work with ‘Google Seller Ratings’ which show up on all of our Google Ads.

google seller ratings voliamo

Finally, we like showcasing our Trustpilot rating on emails. This is the signature I’ve got on my email followed by a confirmation email which is generated automatically when people book through us.

reviews email signature 

booking confirmation email

__TP:__ Are there any other Trustpilot products you are currently using? 

__TA:__ Yes, we use review invitations to send bulk and manual invitations to our customers.

top review sources

We also use the dashboard and analytics tools, which both play a pivotal role in providing insights on how we are doing. 


trustpilot dashboard and analytics

trustpilot review dashboard

Finally, we love using review tagging. As seen below, we’ve tagged ‘Service’, ‘Recommended’, ‘Pricing’, ‘Staff’, ‘Deals’, to our reviews. We can then filter the widgets down by tags based on which pages we’re showcasing them on.

top review tags

__TP:__ Which product features do you use most & what benefits do they bring

__TA:__ Based on the reservations we receive on a daily basis, we manually upload invitations either individually by agents who look after their respective customers, or else a bulk upload to send out review invitations to our customers. 
We use the get reviews feature to send out invitations and hear back from our customers, the template editor to use some creative content on invitations (the last one we did was to send out wishes on Christmas day & New Year’s Day along with invitations), the dashboard to get some quick insights on how are we performing, and the tags to ensure all the reviews posted by our users can be used either to showcase them.
The Benchmarking tool also proved to be an essential feature to help us compare our service level agreement with that of our competitors. This feature has enabled us to see that we have already outperformed our competitors in just 2 months of operations.


trustpilot benchmark tool

__TP:__ It’s great to see you are using Trustpilot in so many different ways. Have you measured any other improvements from using reviews?

__TA:__ After December 2019, we gained ‘Google Seller Ratings’, which made stars visible in all of our paid Google campaigns, and we added widgets on respective landing pages which has brought a 51.61% increase in CTR, followed by a massive 102.95% raise in conversions and a whopping 50.34% drop in bounce rate for Google campaigns. We also saw an overall growth in site traffic including 20.40% rise in time on page, a 5.53% rise in transactions, and a 17.33% growth in the overall revenue.

increase in revenue

__TP:__ How have you used insights from Trustpilot reviews to improve the business?

__TA:__ In the very inception of our operations, we realised that customers in the past were not quite happy with our services, specifically with the delivery of e-tickets and the online booking system. We soon picked both up and the results are now on the world wide web:

review 1

Thanks to Trustpilot, we are able to improve on the service excellence before it could’ve done some serious damage to the business. 

review 2

Similarly, bad reviews from unhappy customers were also a concern as it had started raising questions on business reliability and trustworthiness. We have now tackled it and the results are outstanding:

review 3

review 5

Cancellation and refunds were also the source of customer frustration. When we realised the issues our customers were having, we were able to correct our processes. We now have 4 and 5-star reviews from customers who have performed cancellations and have either received their refund or are awaiting it.

review 6

Thankfully, we have overcome all of our customers’ concerns because we were able to listen to our customers using Trustpilot reviews.

__TP:__ What does your TrustScore mean to you and the business?

__TA:__ We currently have a TrustScore of 4.7/5, and we certainly value it. For us, the TrustScore is a sign of:

- Credibility
- Reliability
- Trustworthiness
- Happy Customers
- Business Competitiveness.

__TP:__ What advice would you give to a business thinking of using Trustpilot?

__TA:__ If you are offering either products or services and are really proud about serving your customers - Trustpilot is a space to let the world know about it. Improved conversions, added traffic, never ending growth in revenue is something we are witnessing from using our customer reviews as a channel. 
It’s all about coming out of your office space, and letting the world know that your business is making someone’s day.

If you’d like to learn more about Trustpilot and how customer reviews can help you improve your business, request a free demo below.


How Voliamo taps into reviews to win over today’s travellers

Taxslayer Logo

How TaxSlayer revved up retargeting campaign ROI with Trustpilot reviews


TaxSlayer Piggy Bank main image

 TaxSlayer partnered with Trustpilot to highlight their reviews across the entire customer journey. Read on to learn how they parlayed the words of their customers into social proof and better ROI on retargeting campaigns.

Before a crop of online options popped up, busy professionals either made time to buckle down and go it alone — or they visited a brick and mortar preparation office where they could look the preparer in the eye before handing over scrolls of their personal info.

It’s safe to say that all [fintech](https://business.trustpilot.com/industries/finance) companies (and especially those focused on personal financial data) must show, not tell, that other customers have had great experiences with their product.

That’s exactly why [TaxSlayer](https://www.taxslayer.com/) not only partnered with Trustpilot, but decided to highlight their Trustpilot reviews across the entire customer journey. Interested in how they parlayed the words of their customers into trustworthy social proof, better ROI on retargeting campaigns, and even some lucrative operational decisions?

We sat down with Melissa Best, Director of Digital Marketing at TaxSlayer, to better understand why, after some positive early traction, they opted to double down with Trustpilot content for the 2018 tax season and beyond.

TaxSlayer x Trustpilot

TaxSlayer saw a 60% increase in CTR with Trustpilot reviews

TaxSlayer key benefits

## Sometimes social proof is the best way to get through to customers

Each year the digital marketing team at TaxSlayer zeroes in on new customer acquisition. But with so many competing products on the market — all making similar claims around tax season — it’s not always easy to capture attention with [traditional ads](https://business.trustpilot.com/guides-reports/learn-from-customers/trustworthiness-in-advertising-what-consumers-have-to-say). As it turns out, nobody can talk to consumers the way other consumers can.

Before partnering with Trustpilot to collect customer reviews as their primary form of [social proof](https://business.trustpilot.com/reviews/build-trusted-brand/what-is-social-proof-and-why-is-it-important-for-marketing), TaxSlayer was in the habit of commissioning agencies to do consumer research and generate customer feedback for testimonial content.

These days, there’s no need for outsourcing [consumer insights](https://business.trustpilot.com/reviews/learn-from-customers/what-are-consumer-insights-and-how-do-i-use-them) because Trustpilot has quickly become a one stop shop for consumer insights, social proof, and testimonial content to back up their advertising and marketing claims.

Trustpilot is an integral part of TaxSlayer's business operations

TaxSlayer Testimonial

But it doesn’t stop there: The marketing team sees each new review in real time. Having access to real customer sentiments allows them to refine marketing messaging and deliver ad copy that’s sure to resonate — __especially when it comes to campaigns designed to win over new high-intent customers.__

According to the team at TaxSlayer, “our customers are already talking about us exactly the way we want them to,” — and that helps them to cut through the noise in an era where consumers see right through slick ad or marketing copy.  

In fact, that’s why they feature Trustpilot across their website and email campaigns, too:

TaxSlayer uses Trustpilot reviews onsite 

TaxSlayer Reviews Onsite

TaxSlayer uses Trustpilot reviews in their abandonment emails 

TaxSlayer abandonment email with review

## Retargeting campaigns are more effective with user-generated content like reviews

With so many options out there for every [consumer need](https://business.trustpilot.com/reviews/build-trusted-brand/5-ways-to-win-the-zero-moment-of-truth-with-reviews) imaginable, it’s not hard to believe that only [2% of people](https://www.adroll.com/learn-more/retargeting) will convert the first time they visit a site to view a product or service. To help bring back the other 98% of tax filers, TaxSlayer decided to make the most of their Trustpilot social proof with a ridiculously effective retargeting campaign.

TaxSlayer Retargeting Creative

### Review content in retargeting ads can radically reduce CPA

Once TaxSlayer tested two versions of their ad creative for this type of retargeting campaign, the winning ad variant was clear.

Retargeting ads that featured Trustpilot reviews led to a staggering 50% lower CPA on average — though in some months, the reduction in CPA was as significant as 82%. It’s safe to say that adding reviews to retargeting ad creative can rev up the ROI of the entire campaign.

### Watching display ad CTR skyrocket with Google Seller Ratings

But the stellar ad performance doesn’t stop at retargeting. The team at TaxSlayer has also seen huge Google Ad performance improvements as a result of collecting reviews through Trustpilot. As soon as they reached Google’s requirements for earning [Google Seller Ratings](https://business.trustpilot.com/reviews/browsers-to-buyers/how-to-calculate-google-seller-ratings-effect-on-adwords), they saw their CTR go up right away.

Thanks to those shiny gold stars showing up at the top of SERPs, TaxSlayer has seen an impressive 60% increase in CTR on their broad match campaigns, and a solid 17% increase in CTR for their exact match campaigns.

Why is this so important? Boosting CTR to that extent can do great things for an ad’s quality score, which in turn improves the performance of the whole campaign.

## Referral traffic surges from customized Trustpilot profile pages

Once TaxSlayer took steps to [customize their Trustpilot profile page](https://support.trustpilot.com/hc/en-us/articles/202616716-Customize-your-company-profile), they saw yet another surge in performance.

After adding their company information, social media profiles, and promotional links, they saw an incredible __500% increase in referral traffic to their site, directly from their enriched Trustpilot profile page.__ 

Improving referral traffic is one of the most often overlooked tactics for generating qualified leads — and it’s great for organic SEO, too.

## Using reviews to make better operational decisions

If it wasn’t obvious already, TaxSlayer lives and breathes [customer experience](https://business.trustpilot.com/reviews/learn-from-customers/5-reasons-why-customer-experience-is-the-pulse-of-every-business) — so much so that almost every department has access to Trustpilot reviews. From general counsel, to the marketing team, to customer support, to product and UX — TaxSlayer is one of the companies truly listening to their customers.

Thanks to their use of Trustpilot’s [Review Tagging](https://business.trustpilot.com/features/review-tagging) feature, monitoring customer sentiments about their product and packaging options is now straightforward and actionable. The ability to parse reviews by topic and subject matter has made it easier than ever to pivot based on customer feedback and ensure that their customers are satisfied with any changes they roll out, bringing their customer loyalty to the next level.

In general, [Trustpilot reviews](https://business.trustpilot.com/features/service-reviews) have changed the way TaxSlayer looks at responding to customer feedback — and as a result of hundreds of reviews coming in, they’re coming up with a brand new team and SLAs for managing this steady stream of customer feedback.

What began as a marketing initiative (with impressive ROI across the board) has grown into an enterprise customer support initiative — and it’s no secret that companies that listen to their customers have the best shot at both retention and winning over new customers.

Ready to join TaxSlayer and learn more about all the ways reviews can improve your marketing and help you become a better business? Create a free Trustpilot account below.

Reassured Logo

life insurance reassured ltd case study trustpilot

Trustpilot has been a huge driver for Reassured’s success. Anyone looking to build trust should consider using the platform. The more you can encourage your customers to leave reviews, the more authoritative it will help you become.

The Reassured team is proud to have helped protect over 400,000 families to this day. Their focus on customer satisfaction at all levels and stages of the customer journey has helped them achieve an incredible 4.8/5 TrustScore, from over 30,000 online reviews.

To better understand how the team utilise the Trustpilot platform to improve their service, build trust and showcase their reputation, we spoke with Ben Bendall, SEO & Analytics Manager at [Reassured](https://www.reassured.co.uk/).

## Why Trustpilot?

“As one of the most renowned review platforms worldwide, the authority such a rating was able to provide our brand was unquestionable. It was easy to implement and simple to request feedback from customers due to the ease of use,” says Ben.

Reassured is a service-only business, which means they leverage customer reviews as a means of establishing authority within the industry and building trust for future customers. Upon completion of application, they politely request all customers complete a review to help build up their portfolio. They now have over 30,000 reviews and have been reviewed ‘excellent’ in 89% of them. 

The business choose to use their Trustpilot star rating on most pages of the website to demonstrate their high levels of service and frequently mention their statistics within their content.


reassured homepage

reassured comparison page

Reassured also use Trustpilot to take into account any below average reviews they receive and take action to rectify where possible to ensure utmost customer satisfaction.
Their business is centered around customer satisfaction, both with existing and new, and the use of Trustpilot helps them to ensure they maintain these high standards.

## Using Trustpilot across the business

Predominantly, both their Sales and Marketing teams use Trustpilot to demonstrate the high levels of customer service delivered by Reassured.
The process begins with Sales, who will frequently leverage the company’s Trustpilot scores to showcase the trust people can put in the company. They will also then encourage customers to leave their own reviews based on their experience.

As previously mentioned, Marketing will use Reassured’s stats on most pages of the website, within their content creation and occasionally even off-site on social media and in interviews to build trust in the company and its customer service.


reassured twitter

reassured facebook

The TrustScore is also used by their Recruitment team when looking to bring new members into the team. Sales-orientated businesses often have a negative stigma attached to them, so the high levels of customer engagement and satisfaction help reassure both potential and new recruits that their job will be a rewarding one.

## How Trustpilot benefits Reassured

Reassured have grown their online presence rapidly in the past 2 years, and have experienced extreme improvements as a result. The team at Reassured strongly believe Trustpilot has a positive impact on their website and online campaigns, and as a result, they have made the decision to implement their star rating on all pages once their new website goes live early next year.

“We have been lucky to receive a huge proportion of ‘Excellent’ reviews from our customers, however, any which do not meet this standard are sent over to our complaints team. They then review the issue identified in the feedback and aim to rectify it to ensure that the customers receive the satisfaction they deserve. We also take on board these negative reviews and identify trends to modify business practices and ensure the highest possible standards for our customers,” explains Ben.

Trustpilot scores are also monitored individually per sales agent, applying bonuses for consistent high scores and further training for those who receive anything but perfect. 

This allows Reassured to ensure all of their sales agents are delivering the best standards possible, but more importantly, to identify where they may require further training.

Ben also points out:
“We are incredibly proud of our high Trustpilot rating. The sample size is not small (over 30,000 reviews), and therefore, to maintain an 89% score of ‘Excellent’ is not only a huge credit to the business as a whole, but also to the individual staff who have worked so hard to achieve this.”

## Overcoming challenges with Trustpilot

The business is only going to continue to grow, therefore, it will be a challenge to ensure that not only existing employees maintain their high standards, but also to ensure new recruits are trained to a certain level.

“We are very lucky to be thriving as a business and our TrustScore is simply helping us to succeed further,” says Ben.

“Trustpilot has been a huge driver for Reassured’s success and we would recommend anyone looking to build a positive image to their customers to consider using the platform. The more you can encourage your customers to leave reviews, the more authoritative it will help you become. Integrating the platform into the process on your business, actioning negative reviews and showcasing positive ones will only help your business succeed further. The platform is extremely easy to use and we strongly recommend it.”

The Reassured team are securing a trusted, transparent future with Trustpilot reviews. Isn’t it time you joined them?


Reassured tell us how they use Trustpilot reviews

Mobile Monster Logo 

mobile monster case study trustpilot

## Why Trustpilot?

In 2019, any online business needs to build trust in order to connect with their customers. Mobile Monster understands the power of online reviews, which is why the business decided to start leveraging the voice of the customer to not only increase the credibility of their own brand, but also drive further conversions across their platform. 

Jericho Mendoza explains:

“Our business has an interesting model, as it is purchasing devices rather than selling them. As you can imagine, there is a lot of resistance around this model as for a lot of people, it just seems too good to be true, especially with a big alternative in the market being private sale. Therefore, one of our main objectives was to build the brand’s credibility, increase trust with the consumer, and showcase trust and transparency through social proof.”

Mobile Monster’s goal was to provide customers with the largest and fairest overall representation of their brand and their service offering - a goal that Trustpilot has played a significant part in working towards. 

“The fact that we are able to source, collect and showcase the largest and fairest representation of customer satisfaction in one place is one of the biggest advantages Mobile Monster has seen from switching to Trustpilot. Another challenge we have is ensuring that we are staying consistent and on top of our game in terms of customer experience in a scalable format, and with the insights we gain from the reviews, we are, and continue to improve our service offering as we grow,” explains Jericho.

Since using Trustpilot, the business has solidified its spot at the top of the market, because they’ve been successful and consistent in providing value to consumers in this space. This is largely due to the fact that there is trust built in their brand. With the growing online space, trust is a critical component to any company’s success.

## Collecting reviews to learn, grow and improve

Mobile Monster’s internal systems and processes are custom-built from the ground up, and Trustpilot is heavily integrated across the platform. 

Through the system, customers completing orders are automatically sent an invitation to leave a review and Mobile Monster uses a close replica of the tested Trustpilot template. 

“The review responses then go directly to our customer service team, to which they respond to as soon as possible, as well as use to gain an insight on how to continuously improve the customer service quality. We actually have monthly company wide workshops with our customer service team, alongside our quality assessment team and analytics, to discuss: where we can improve, if there were any negative reviews that we can work towards improving, or if there were any positive reviews that we should celebrate,” says Jericho.

On top of that, their operations team also uses the platform to review responses across the board and see if there are any trends, whether they are positive trends that reinforce their processes or sore points that can be further improved upon.


monster mobile performance overview

Similarly, the analytics team also reviews the responses to continuously improve the user experience as a whole, and assists the operations team with process changes that need to be made in order to further satisfy their customers and improve their service offering.

## Building credibility to generate more traffic

As a business, Mobile Monster found out pretty quickly how important of a channel Google was in the consumer journey. 

They also found that by showcasing their Trustpilot rating through the [Google Seller Ratings](https://uk.business.trustpilot.com/reviews/google-new-seller-ratings-threshold-100) extension and also through [Review Snippet stars](https://uk.business.trustpilot.com/reviews/google-rich-snippet-update-what-it-means-for-businesses) on their Trustpilot profile page, they could increase conversions significantly. 

Mobile Monster’s Google ads which have integrated Trustpilot in the ad copy and ad extensions see a click-through rate of 25%, with an average cost per click of $0.37. These statistics alone showcase the power of social proof, especially at this stage in the consumer journey. Trustpilot reviews have been pivotal in building trust between Mobile Monster and the consumer so early on in the sales funnel.


Mobile Monster’s Review Snippets from their Trustpilot profile page

Mobile Monster’s Rich Snippets on their Trustpilot profile page

Mobile Monster’s Google Seller Ratings

Mobile Monster's click-through rate of 25% on ads with reviews

## Showcasing reviews at every stage of the journey

The strategy used by Mobile Monster’s marketing team was to infuse customer feedback across all of their marketing channels. Their marketing strategy is primarily digitally-led, with Google, Instagram and Facebook being the main channels used to communicate to their audience. 

The company understood very quickly that they needed to have customer reviews within their marketing material to add social proof to all of their channels, naturally building their brand’s credibility. This has helped demonstrate to new leads that Mobile Monster is a genuine, transparent, and honest business. Social proof has also helped reduce consumer doubt and has therefore increased both brand credibility and conversion rates.


monster mobile reviews on instagram

Jericho says:

“We grab a lot of reviews which really show the heart of the brand from the reflection of the comments that people are saying and we showcase these reviews in our marketing campaigns because we believe they are engaging, and social proof that we provide a lot of value to our customers.”

But Mobile Monster doesn’t only showcase reviews across social channels. They also utilise multiple Trustpilot assets throughout their entire website, upon landing on the home page, they’ve placed the Trustpilot star rating and number of reviews in the middle of the page - and clicking this link directs the user to their Trustpilot profile.


monster mobile reviews on homepage

There’s also a carousel of the most recent reviews towards the bottom of the page, as well as their Trustscore showcased in the footer. 

Lastly, Monster Mobile have a dedicated on-site reviews page with a widget that showcases all of their most recent Trustpilot reviews.


monster mobile reviews on site

monster mobile review page

Mobile Monster’s director also regularly shares his favourite reviews across the company-wide general communication channel, to emphasize just how important it is to listen to customers, and to celebrate the authenticity as well as the heart and soul that they put into their work.

Tim Duggal, Director at Mobile Monster, explains:

"To this day, I still read every single one of the reviews that our customers leave. Our vision, which is largely a customer-focused vision, is always strengthened when we listen to our customers. We can make huge improvements when looking at satisfaction from their perspective and as a result, we're continuously improving the way we're doing things.It all starts by listening to them."

Trustpilot reviews can help you deliver better customer experiences and get valuable insights. So why not sign up for a free Trustpilot account? It’s quick and easy, just click the link below.



How Mobile Monster leverages Trustpilot reviews across all its marketing channels

Adtrak logo

adtrak and clockwork removals case study

### Why Trustpilot? 

Adtrak chose Trustpilot to help them improve the quality and quantity of leads generated from the website. 

With Trustpilot’s help, the digital agency wanted to help Clockwork Removals increase their website traffic through positive search display features which would boost click-through rate and once on the website, would convert more visitors into leads thanks to the power of social proof. 

Joe Rowntree, Senior Internet Marketing Consultant at Adtrak, explains:
“Choosing the right removal company is an important decision as your chosen company is responsible for the safe transport of your beloved possessions, and also because moving home is likely to be an extremely stressful day and the right company should assist and support you as much as possible. Therefore, choosing a good removal company is of paramount importance, which means it’s highly likely that people’s decision-making process will be far longer and drawn out than for other industries.”
Being able to have positive reviews featured across this research process, in the search results, on a third-party website like Trustpilot, and also displayed on Clockwork Removals’ own website was massively important to Adtrak when they chose to partner with Trustpilot.

### Building trust earlier in the funnel

To make the most of Trustpilot reviews, Adtrak and Clockwork Removals implemented [Google Seller Ratings](https://uk.business.trustpilot.com/reviews/google-new-seller-ratings-threshold-100), a feature which allows businesses already collecting reviews from Google review partners such as Trustpilot to showcase their overall rating in paid ads on search engine results pages.

Google Seller Ratings

With Google Seller Ratings, Clockwork Removals saw an incredible 11% click-through rate increase YoY. And there’s more...


Rich Snippets

Review Snippets

Clockwork Removals also saw an increase in website traffic thanks to [Review Snippet stars](https://uk.business.trustpilot.com/reviews/google-rich-snippet-update-what-it-means-for-businesses), displayed underneath their Trustpilot profile page URL!

In the next section, Adtrak tells us how reviews helped them convert all of their new traffic.

### Improving how traffic converts on-site

To help convert more visitors into customers, Adtrak had to make a few changes to Clockwork Removals’ website in order to improve the overall customer journey, reduce consumer doubt, and build trust at every touch point.


clockwork-homepage

To do so, Adtrak and Clockwork Removals added Trustpilot widgets to key landing pages throughout the website. They also added reviews to local branch pages (SEO landing pages) to provide more credibility and local relevance.


clockwork-branch

From May to September 2019, compared to December 2018 to April 2019, Clockwork Removals saw their conversion rate skyrocket 19%. This then led to a 19% decrease in the cost of a new PPC lead.

After a lot of research and testing which showed the positive impact of Trustpilot reviews on client results, Adtrak is currently looking to implement the Trustpilot widgets throughout more stages of the buying journey to see further improvements and help more clients like Clockwork Removals.

Adtrak and Clockwork Removals are securing a trusted, transparent future with Trustpilot reviews. Isn’t it time you joined them?


How digital agency Adtrak boosted their client’s conversions using Trustpilot

Kaplan International logo

Kaplan x Trustpilot Customer Satisfaction

In this case study, we'll talk about why Kaplan chose Trustpilot Reviews to build its online reputation and create a feedback loop with customers, and discuss the results the brand has seen from using social proof.

Although they’re known far and wide, the team at Kaplan International understands that no matter how big their name, quite a bit of consideration goes into purchasing any kind of educational course — whether it’s evaluating the financial investment, or even the opportunity costs of traveling to a particular school.

Kaplan International Key Benefits

Kaplan case study - Kaplan International Key Benefits

On top of these decision-making factors, past consumer research from Trustpilot shows that [87% of learners](/reviews/build-trusted-brand/what-is-social-proof-and-why-is-it-important-for-marketing) cite the online reputation of the school as very important to their decision-making process — with only 1% of learners saying that online reputation of an institution was not at all important to them.

To enhance their brand reputation even more, [Kaplan International](https://www.kaplaninternational.com/) looked to Trustpilot for help creating a feedback loop with their customers. They knew this would allow them to not only boost customer satisfaction, but also parlay their positive feedback into powerful social proof marketing — and ultimately, a glowing online reputation.

Interested in how they did it?

We recently spoke with Vincent Lau, Head of Performance Marketing & CRM, and Ben Walton, Performance Media & CRM Executive at Kaplan International to better understand how they incorporate Trustpilot into their stellar customer journey.

The first step is collecting reviews.

## So, how did Kaplan International build a critical mass of customer feedback?

One of the best ways to open a dialogue and tap into the minds of your customers is to get the online reviews flowing. So the team at Kaplan International decided to add Trustpilot to their student exit survey, which every student receives once their course concludes.

On the last page of the exit survey, students are presented with an option to fill out an online review through Trustpilot. If they choose to review right away, great — if they don’t, they’ll automatically receive an automatic review invitation through the Trustpilot platform after a bit of time has gone by.

On top of that, every student gets enrolled in an alumnus lead nurture series once their course concludes. The team at Kaplan International also use this touchpoint to encourage past students to review their experiences on Trustpilot.

This method of review collection has worked wonders for Kaplan International, and they’ve managed to __increase their monthly review collection by 70% on average.__

That’s a lot of valuable feedback.

## When you increase your engagement with reviewers, your Trustpilot Customer Satisfaction Score is sure to thank you

This new influx of reviews has led to plenty of opportunities for Kaplan International’s Customer Care team to wow their customers.

No matter the review sentiment, someone from the Customer Care department follows up ASAP to either thank the student for the kind words, or reply to a negative review with any necessary customer care processes for the situation.

The Customer Care team then uses [Trustpilot Analytics](/features/dashboard-analytics) to track improvements in their [Customer Satisfaction Score](https://support.trustpilot.com/hc/en-us/articles/202326718-Trustpilot-Analytics-Service-review-ratings). By following up and making their customers feel heard, the Customer Care team watched the needle move from 20 to 70 month over month.

__That’s a 250% increase in customer satisfaction, just from creating a feedback loop with their customers.__

The simple act of responding to reviews not only leads to better customer satisfaction, but it also creates a long lasting (and prosperous) brand affinity between customers and businesses.

Replying to all reviews is seen as a mark of transparency and openness — two key signifiers of a [trustworthy brand reputation](/guides-reports/build-trusted-brand/6-ways-to-make-trust-your-essential-brand-differentiator). As it turns out, a trustworthy brand reputation is invaluable because today, 90% of consumers are ready to walk away from a business with a poor reputation — but Kaplan International has anything to worry about on that front.

It’s clear to see that customer satisfaction and a trustworthy brand reputation go hand in hand. But they can also lead to powerful opportunities for [customer advocacy](/reviews/build-trusted-brand/your-guide-to-customer-advocacy-what-is-it-and-why-is-it-important) and [social proof marketing](/reviews/build-trusted-brand/what-is-social-proof-and-why-is-it-important-for-marketing).

## Satisfied customers make great brand advocates, and customer advocacy makes great ad creative

With all these kind words from their customers, adding positive customer testimonials and Trustpilot’s [third-party trust signals](/guides-reports/build-trusted-brand/why-and-how-social-proof-influences-consumers) to their marketing materials was a no brainer — after all, [87% of shoppers](/guides-reports/browsers-to-buyers/the-complete-guide-to-reviews) find ads and marketing materials more trustworthy when they show off third-party validation from Trustpilot.

With that in mind, the marketing team at Kaplan International made sure to sprinkle some social proof and trust signals into their assets for paid campaigns on Facebook:

Trustpilot x Kaplan Reviews in Facebook Ads

Trustpilot Reviews in Instagram Stories

And they didn’t miss an opportunity to create customer confidence right on their site, to make sure they were communicating trustworthiness at every phase of the buying journey.

They also added a Trustpilot widget to their contact form to reinforce customer confidence in the brand:

TrustScore on Contact Page

And they even enhanced their CRM blocks and site footer with Trustpilot claims:

TrustScore on Banner

TrustScore in Footer

Adding customer reviews to important pages on your site is one of the best ways to build up customer confidence at the right times leading up to the purchase.

That’s because online reviews and customer testimonials play a huge role in the [Zero Moment of Truth](/reviews/build-trusted-brand/5-ways-to-win-the-zero-moment-of-truth-with-reviews), one of the key decision-making moments in online purchases. Studies show that potential customers are 105% more likely to purchase after interacting with reviews or trust signals on key pages in the purchasing journey.

## When positive customer commentary becomes a better brand reputation

Of all the benefits the team at Kaplan International has enjoyed since joining Trustpilot, they’ll be the first to tell you that strengthening their brand reputation has been a highlight.

Thanks to their improved [customer satisfaction](/reviews/learn-from-customers/3-ways-reviews-can-help-you-deliver-excellent-customer-service) and all of the positive feedback they’ve collected, they can confidently show off the claims of their happy customers, which helps them back their 97% student satisfaction rate from internal studies — and remove any shadow of a doubt that Kaplan International is a globally trusted brand.

This is paramount to their (now accomplished) goal of becoming the premium choice of education, and they credit Trustpilot for that achievement.

And while we appreciate their kind words, we believe this achievement is all theirs — for recognizing the opportunity to create a feedback loop with their customers and ultimately become a better business.

How Kaplan International's customer satisfaction skyrocketed with Trustpilot

Flight Centre logo 

Flight Centre video

They are passionate, well-travelled, and are all about getting to know their customers’ holiday style to deliver 5-star, personalised experiences.

Since launching their first store in the UK in 1995, their troop of experts has grown immensely and, with more than 80 stores countrywide, they’re proud to offer anything from a family holiday or city break to a honeymoon or point-to-point flight. Today, [Flight Centre](https://www.flightcentre.co.uk/) is one of the world's largest and most successful independent travel retailers with over 1,300 stores around the globe, located throughout the UK as well as Australia, New Zealand, South Africa, the USA, Canada and more. 

To better understand how the business has been using Trustpilot reviews for the last six years, we spoke with Liz Mathews, General Manager at Flight Centre, and Imogen Altmann, Manager at the South Kensington branch. Here’s their story.


Flight Centre Key benefits

Flight centre results

## How Flight Centre use reviews as part of their marketing strategy

“We started using Trustpilot because we wanted to take a very honest look at ourselves and get some very honest feedback from our customers. We find increasingly that it’s not enough just to have financial protection and trade body memberships. The thing that really gives customers the confidence to purchase from us is hearing from real people about their actual experiences,” explains Liz Mathews.

To increase consumer confidence throughout the decision-making journey, Flight Centre leverages Trustpilot reviews absolutely everywhere in their marketing. It features all over their website and social channels, but also on their brochures and inside their stores.


Flight Centre Trustpilot reviews on Facebook

flight centre facebook reviews

Flight Centre Trustpilot logo on instagram

flight centre ads

“I use Trustpilot in a lot of my consultations. You’ll find that a lot of customers will ask you “Why should I book with you?” so showcasing our reviews everywhere is such a good opportunity for us to show that we do deliver 5-star service, we don’t just promise it,” adds Imogen Altmann.

Since showcasing Trustpilot throughout their marketing, Flight Centre found that Trustpilot reviews articulate almost better than any of their marketing materials what they do for their customers, because they are both firsthand and very personal. 

## Learning from Trustpilot reviews

Receiving 5-star reviews is great. That’s why Flight Centre aims to deliver 5-star experiences every single time, but let’s face it, it’s almost impossible to get it right every single time, and so 3 and 4-star reviews can happen. 

When they first joined Trustpilot six years ago, the Flight Centre team wanted to take a very honest look at themselves. So today, the occasional negative feedback gives them the opportunity to go back and find out what went wrong, or at what point the customer felt like the service delivered by Flight Centre wasn’t up to 5-star level. 

Their dedicated customer experience team looks at every single review that comes in and flags any that they believe require action. This allows the business to either fix the issue this time around, or improve the process for the next customer. This has proven to be a successful method as Flight Centre’s TrustScore jumped from 8.8 to 9.8 in the space of just one year. 

The company also uses reviews to get an idea of how their shops are performing, and to make sure that all of their travel consultants are operating at the right level, so that we can reward the people that are excelling.

__"If someone was thinking of partnering with Trustpilot, then I would tell them to go for it. There’s nothing to lose, all you’re going to do is show your customers why they should be booking and buying with you. We have progressed and developed so much thanks to our Trustpilot reviews, and I would certainly recommend it to any business."__

Imogen Altmann, Manager at Flight Centre South Kensington

If you’re looking to build trust, stand out from the competition and gain consumer insights to better your business just like Flight Centre did, request a free Trustpilot demo below.


Flight Centre video case study Trustpilot reviews

How Flight Centre use Trustpilot reviews to better their business

Ann Summers logo

ann summers trustpilot case study

Product reviews can increase sales up to 230%. Learn how lingerie retailer Ann Summers uses Trustpilot product reviews to convert more customers, and improve and grow as a business. 

Ann Summers started using Trustpilot reviews to collect valuable feedback and learn from consumer insights. Indeed, the team sees product reviews as one of the most effective marketing tools out there to collect feedback, learn from customers, and improve their products to grow the business in the long run.

We recently spoke with [Ann Summers](https://www.annsummers.com/) team members Karen Hitt and Laura Whittaker, Senior Online Merchandiser and Senior Online Trading & Marketing Manager, to better understand how the business learns from its Trustpilot product reviews, and how the team leverages feedback to boost their marketing efforts and increase revenue.

## Product Reviews can increase conversions up to 230%

AnnSummers Product Reviews on page example

Ann Summers product reviews

Ann Summers recently carried out some research to better understand how influential their reviews were in their customers' purchasing decisions.

To do so, they looked at a selection of products, checked each product’s star rating, and analysed how the rating score impacted the conversion rate for that specific product. 

Here’s what they found:


AnnSummers Product Reviews Impact on Conversion Rate

Ann summers conversion rate

As seen in the graphic above, the lowest conversion rate observed was 1.44%. This was seen on products with no product reviews and no star rating. Overall, Ann Summers observed an exponential increase in conversion rate as the product star rating increased too. The higher the product rating, the higher the conversion rate. 

The highest conversion rate was seen on products rated 5 stars, meaning a 5-star rating resulted in a whopping 230% conversion increase!

By testing the impact of online reviews on their consumers’ buying decision, Ann Summers found out how much of an impact product reviews placed on product pages can have on their customer journey, as well as on their conversion rate and overall business performance.

### Going from no reviews to a 1-star rating increases conversions by 76%



Unsurprisingly, the higher the star rating, the higher the chances to convert. However, interestingly, products with 1-star reviews still had a higher progression rate than products with no rating at all. 

This really demonstrates how much Ann Summers’ customers value reviews in their purchasing journey, and how much of an impact product reviews can have when shopping online.


AnnSummers Product Reviews Aggregated Conversion Increase

Ann summers increase in conversions

The incremental increase from the different star ratings seen in the graphic above really highlights how big of an impact product reviews can have in the consumer journey. 

Going from no product reviews at all to having a 1-star rating increases the conversion rate by 76%, and a 2-star rating can boost conversions by 149%!

__This proves, once again, how important it is to provide customers with product reviews throughout the buying journey, regardless of the overall rating.__

Interestingly, going from a 4 to a 5-star rating only increases conversions by 12%, but when looking at the graphic above, the incremental gains stack up to an amazing 230% conversion increase for products with 5-star reviews versus products without no reviews at all.

Ann Summers has an amazing 4.5 average star rating on their products. According to the graphics above, this means the brand should see a +218% increase in conversions from just showcasing product reviews on their product pages. Not too shabby!

We believe the numbers speak for themselves: Trustpilot Product Reviews can be an extremely powerful tool to increase your conversion rate, sales and overall marketing performance, and help customers make more informed decisions throughout the buying journey.

## How Ann Summers use reviews to improve and grow

Ann Summers’ mission is to provide their customers with the best products and customer experience they can possibly deliver. To do just that, they are continuously working on improving their products and user experience with the help of consumer insights.

One of the feedback sources their departments use to collect consumer insights are product reviews, which allow the company to highlight what works well, as well as the areas of development. This helps Ann Summers identify ways to grow and better the business.

Ann Summers’ customer service team also regularly looks at all their reviews and forwards the bad feedback to the buyers. The customer service team is in charge of flagging the overall trends, and labeling the reviews to pick up the most popular keywords. This gives them a better understanding of how the products perform individually.


Product analytics

Product performance

For example, the company recently found that some customers had trouble turning their products on and off, or couldn’t find where the charging point was. The product reviews helped them address this issue. They now offer product videos and instruction manuals to help out their customers.

Ann Summers also uses reviews to evaluate their third-party products and ensure they continue to sell the best products possible moving forward.

## Using reviews throughout their marketing

The Ann Summers’ marketing team uses Trustpilot reviews too. Indeed, they leverage their reviews and Trustpilot rating throughout all of their marketing channels. Since implementing reviews on their email channel, the marketing team has seen a higher engagement from all of their email subscribers.

The company really believes that their online reviews help them back up what they say about their own products. Since using Trustpilot, the business has seen a positive impact from __adding their reviews and ratings as an overlay to their product images__ both in the product list and on the product page.


product reviews on page

On-site reviews

Ann Summers - Product Reviews in email

Email newsletter

ann summers social proof product page

Product reviews on page

With so much commitment to Trustpilot Product Reviews, Ann Summers is securing a trusted, transparent future. 

Isn’t it time you joined them?

How Ann Summers used product reviews to increase sales by 230%

PL&Partners logo

boost ads performance with social proof

__Trustpilot: How is paid advertising done on social media?__

__Marcin Gasienica:__ Facebook and Instagram are ideal for reaching consumers worldwide in real time, and this applies to all companies regardless of their products or services.
Both platforms offer different tools to capture consumer awareness and make them want to click on an ad.

One of the great benefits of this type of advertising is that it allows us to track consumer behaviour very carefully, and it opens up new opportunities. Because we can follow consumers' digital footprints, we can tailor the ads to the purchase journey, which consists of three stages: the awareness, the reflection and the decision phase. Our data is very accurate, so we can figure out the consumer's next step as we know what stage of the journey he or she is in - it's not just guesswork.

__TP: What are the challenges your customers are facing in terms of paid advertising on social media?__

__MG:__ As far as this type of media is concerned, finding out everything about a specific person simply isn’t possible. Therefore, we can only form a general impression of consumers and work from there.

__TP: Why do you think trust is so important to your customers?__

__MG:__ Trust is the focal point of working with our customers. Our customers listen to our advice and have faith in us and in our work. And when confidence is in place, we can quickly address and deliver outstanding results. But trust is not only important to us - our customers also want to show their own customers that trust is paramount to them as they want to ensure they deliver the best possible experience.

__TP: How do your customers use Trustpilot and what improvements have they seen since leveraging social proof?__

__MG:__ Among our customers, we often see companies with online stores use Trustpilot's widgets and brand material (logo and stars) online and on other marketing channels. They all work towards improving their KPIs, such as conversion rates, bounce rate, and visitor time, which helps boost their sales. In addition, they gain better insights into their products and business so that they know what they are doing well, and where improvement is necessary.

Some of our customers leveraging Trustpilot are Shapeit.dk, UnoEuro and Flypenge. We tested ads with each one of their Trustpilot ratings.

Shapeit.dk is a family-owned company. It was founded in 2015 and specialises in fitness clothing for women. In addition to their online store, Shapeit.dk has two physical stores. When we ran ads for Shapeit.dk, we saw a 28% increase (from 127 to 163) in the number of clicks to the online store, and a 64% increase (from 292 to 479) in product impressions on ads with their Trustpilot rating.


shapeit.dk ads with trustpilot logo

We also tested ads for UnoEuro - a hotel launched back in 2004. In cases where UnoEuro's Trustpilot rating appeared in the ad, their click-through rate increased by 20%, and the number of purchases by 60%.


UnoEuro social proof on ads

Finally, we also tested ads for Flypenge.dk - a private company which airline passengers can turn to if their flights have been canceled, delayed or overbooked, and they would like help in claiming compensation.

The result of our test was that Flypenge.dk’s ads featuring their Trustpilot rating increased their click-through rate by 125% (see picture below). And their number of registrations increased by 400%.

Flypenge.dk uses social proof to boost ads performance

## Social media ads convert better with social proof

There are various ways to optimise ads on social media. With their expertise, PL & Partners have shown that social proof and trust signals are an effective tool for optimising social media marketing.

The three customer examples above show that social proof works especially well in the consideration and decision-making phase, as the increases were all seen on retargeting ads. 

For example, consumers that visited Shapeit.dk but did not buy anything were then exposed to retargeted ads from the company, as they’d previously shown interest in the brand and their products. 
This means that these consumers were in the last two stages of the purchase journey; the reflection and decision phase. 

In the final stages, it is less about the product and more about the brand itself, the consumer expectations and the customer confidence. By fulfilling these needs, a company can provide a good customer service and meet expectations. 

Confidence clearly plays a vital role in the decision-making process of potential customers. With confidence, you can deliver results faster whilst strengthening your reputation with Trustpilot reviews and ratings.

Trustpilot reviews bring businesses closer to their customers as they open up a dialogue, and provide companies with valuable insights into their customers' opinions. With good reviews and ratings, brands can build credibility and power their business forward.

If you’re looking to optimise ads by leveraging the power of social proof just like PL & Partners do with their own customers, just request a free Trustpilot demo below.




Social media agency PL&Partners show us how they boost ads performance with social proof

Companisto-Schriftzug

Companisto-Logo

Mit Trustpilot hat Companisto eine wichtige Investition in die Zufriedenheit seiner Kunden und in die eigene Zukunft getätigt. Lassen Sie sich davon inspirieren, wie die Investment-Plattform von Kundenbewertungen profitiert.

Seit die 2012 gegründete Plattform für Eigenkapitalbeteiligungen Companisto ihr Trustpilot-Unternehmensprofil im Oktober 2020 beansprucht hat und aktiv Bewertungen sammelt, konnte das über 120.000 Mitglieder umfassende Investoren-Netzwerk mit dem größten Business-Angel-Club in der DACH-Region seinen Bewertungsdurchschnitt von 2,5 auf beeindruckende 4,6 von 5 Sternen steigern.

Dabei überlässt Companisto nichts dem Zufall: Der Investment-Experte lädt seine Kunden zur Abgabe von Bewertungen ein, indem er u. a. [automatische Bewertungseinladungen](https://support.trustpilot.com/hc/de/articles/360016393399-Einf%C3%BChrung-in-Trustpilots-automatische-Methoden-zur-Bewertungseinladung) verschickt, die Trustpilot allen Unternehmenskunden zur Verfügung stellt, um einen stetigen Strom aktuellen Feedbacks zu gewährleisten.

Companisto bleibt kontinuierlich am Ball und nutzt Trustpilot-Bewertungseinladungen, um Kundenfeedback einzuholen.

Bewertungen dank automatischer Trustpilot-Einladungen von Companisto

Schaubild zur Anzahl der Bewertungen dank automatischer Trustpilot-Einladungen von Companisto

## Kundenfeedback als Quelle für die Prozessoptimierung
Auf die Frage, warum ihm das Feedback seiner Kunden, die das Unternehmen liebevoll als „Companisten“ bezeichnet, so wichtig ist, hat Companisto eine klare Antwort:

Zitat von Sarah Buge, Team Lead Customer Success Management bei Companisto

Sarah Buge, Team Lead Customer Success Management bei Companisto

Team Lead Customer Success Management bei Companisto

Gemäß dieser Überzeugung legt Companisto großen Wert darauf, alle eingehenden Bewertungen gründlich zu lesen und zu analysieren. Wann immer sich aus einer Bewertung Potenziale für die Verbesserung der unternehmenseigenen Prozesse ergeben, wird ihnen nachgegangen und ihre Umsetzbarkeit geprüft. „So ist es uns bereits mehrfach gelungen, Verbesserungen im Ablauf für unsere Investorinnen und Investoren zu schaffen und die Zufriedenheit unserer Companisten zu steigern“, führt Sarah Buge weiter aus. 

Und die Zahlen zeigen eindeutig, dass Companisto mit dieser Strategie Erfolg hat: 94 % seiner Bewerter bewerten das Unternehmen mit „gut“ oder sogar mit „hervorragend“.

Die kontinuierliche Optimierung der unternehmenseigenen Prozesse zahlt sich aus: Companisto-Investoren sind mehrheitlich sehr zufrieden mit den Leistungen der Investment-Plattform.

Sterneverteilung der Bewertungen zu Companisto

Balkendiagramm zur Sterneverteilung der Bewertungen zu Companisto

## Smarte Integrationen für die zielgerichtete Bewertungsanalyse
Während die Sichtung, Auswertung und Beantwortung der eingehenden Bewertungen explizit in die Hände des Investor-Relations-Teams gelegt wurde, leitet Companisto sein Kundenfeedback zur anschließenden Weiterverarbeitung zum einen an die passenden Abteilungen weiter – neben der Marketingabteilung von Companisto profitieren auch die Investment-, Portfolio- und IT-Development-Teams von den wertvollen Erkenntnissen aus Kundenbewertungen. Zum anderen werden die Stimmen seiner Kunden auch allen anderen Companisto-Mitarbeitern zugänglich gemacht, denn wie Sarah Buge betont: „Trustpilot-Bewertungen sind eine großartige Motivation, das Produkt und den Service durch Feedback jeden Tag immer weiter zu verbessern.“ 

Für alle genannten Zwecke nutzt Companisto mit [Trustpilots Slack- und Zendesk-Integrationen](https://support.trustpilot.com/hc/de/articles/360017525500-Einf%C3%BChrung-in-Trustpilots-Kundensupport-Integrationen) gleich beide praktischen Kundensupport-Integrationen, die es Unternehmen ermöglichen, all ihre Bewertungen direkt in Slack oder Zendesk zu empfangen, zu sortieren, zu kommunizieren und von dort aus zu beantworten, ohne dass sie sich bei Trustpilot einloggen oder ihre Abläufe ändern müssen.

## Individuelle Lösung von Kundenanliegen zur Steigerung der Vertrauenswürdigkeit
Auch bei der Interaktion mit Bewertern schöpft Companisto die Bandbreite nützlicher Trustpilot-Tools voll aus. Weil es Wert auf den engen Kontakt zu seinen Kunden legt, scheut das Unternehmen gerade bei negativem Feedback nicht davor zurück, das persönliche Gespräch zu suchen, um kritischen Anmerkungen auf den Grund zu gehen. Mithilfe des [„Bewerter ermitteln“-Tools](https://support.trustpilot.com/hc/de/articles/115012251668) versucht Companisto deshalb stets, zunächst nähere Informationen bei unzufriedenen Bewertern einzuholen, um Investorenanliegen möglichst spezifisch zu bearbeiten und Probleme gezielt zu lösen. 

Erst dann beantwortet Companisto 1- oder 2-Sterne-Bewertungen auch öffentlich in seinem Trustpilot-Profil und kann auf diese Weise mit besonders individuellen Antworten glänzen, die interessierten Verbrauchern signalisieren, dass man sich dafür einsetzt, das Vertrauen enttäuschter Investoren zurückzugewinnen: „Durch das Beantworten von Bewertungen zeigen wir Bewertern, dass ihr Feedback Gehör findet, und Investorinnen und Investoren, dass wir offen sind für Verbesserungen, dass wir agil auf Herausforderungen reagieren und neue Lösungswege schaffen“, erläutert Sarah Buge.

Beispielhafter Umgang mit negativem Feedback: Statt anonymer Standardantworten setzt Companisto auf die individuelle Investorenansprache.

Antwort von Companisto auf eine Kundenbewertung

## Mit Trustpilot-Marketingmaterialien den guten Ruf spielend leicht nach außen tragen
Der richtige Umgang mit kritischem Feedback ist elementar. Zu einer gelungenen Außendarstellung gehört jedoch auch die wirksame Präsentation positiver Bewertungen. Auch in dieser Hinsicht macht Companisto gerne von den vielfältigen Angeboten Gebrauch, die Trustpilot Unternehmen zur Verfügung stellt, und bringt seinen Social Proof, gepaart mit dem vertrauenswürdigen Trustpilot-Branding, wirksam auf seiner Website und in den sozialen Medien zur Geltung.

Gekonnt macht das Unternehmen zufriedene Kunden zu Markenbotschaftern und stellt als gehaltvollen Blickfang direkt auf seiner Startseite ein Carousel-Widget mit 15 aussagekräftigen Bewertungen zur Schau:

Mit dem Website-Widget „Carousel“ rückt Companisto sprechende Investorenzitate ins Rampenlicht.

Sterne und Bewertungszitate in einem Trustpilot-Widget auf der Startseite von Companisto

Es lässt seine wohlverdienten Sterne auf seiner Registrierungsseite funkeln, um Investoren bei diesem wichtigen Schritt ein deutliches Vertrauenssignal zu senden:

Mithilfe von Trustpilot-Sternen signalisiert Companisto zukünftigen Companisten an entscheidenden Stationen ihrer Customer-Journey, dass sie hier vertrauensvoll investieren können.

Score und Sterne in einem Trustpilot-Widget auf der Website von Companisto

Und es stärkt mit seiner eigens entwickelten Rubrik „Was Companisten über Companisto denken“ das Vertrauen interessierter Investoren auf Instagram, Facebook, Twitter und LinkedIn:

Wo Trustpilot draufsteht, ist Vertrauenswürdigkeit garantiert: Companisto wirbt mit überzeugendem Social Proof in den sozialen Medien.

Twitter-Post von Companisto mit Kundenbewertungen

## Das Trustpilot-Unternehmensprofil als attraktives zweites Aushängeschild neben dem eigenen Webauftritt
Um im Vergleich mit Mitbewerbern zu punkten, investiert Companisto allerdings nicht nur Zeit in seinen eigenen Webauftritt und seine sozialen Kanäle. 
In dem Wissen, dass Trustpilot-Unternehmensprofile in der Online-Suche nach Unternehmens- und Markennamen oftmals sehr hohe Platzierungen erzielen, legt der Finanzdienstleister zudem auch großen Wert auf ein möglichst ansprechendes [Unternehmensprofil](https://de.trustpilot.com/review/www.companisto.com) mit einer detaillierten Unternehmenspräsentation und einer Promotion-Box, die die dort versammelten unabhängigen Bewertungen ideal ergänzen – eine wichtige Maßnahme, um interessierten Verbrauchern auf einen Blick alle nötigen Informationen bereitzustellen, seine Online-Reputation weiter zu stärken und sich überall im Netz als vertrauenswürdige Marke zu präsentieren. Um die Transparenz zu wahren, ist dabei immer klar gekennzeichnet, welche Informationen auf der Profilseite von dem Unternehmen selbst stammen.

Companisto pflegt seine Online-Reputation an allen Berührungspunkten: Es nutzt sein Trustpilot-Unternehmensprofil nicht nur zur Präsentation seiner Bewertungen, sondern auch als ergänzendes informatives Aushängeschild zusätzlich zu seiner eigenen Website.

Promotion-Box auf dem Trustpilot-Unternehmensprofil von Companisto

## Mit Trustpilot-Bewertungen zu mehr Servicequalität
Neben einem gewinnenden Markenauftritt investiert Companisto zudem viel Zeit und Mühe in die Optimierung seines Kundenservice. Zu diesem Zweck plant das Unternehmen, in Zukunft noch verstärkt Bewertungen zu seinem Kundensupport zu sammeln, um auf diese Weise nützliche Erkenntnisse zu gewinnen, seine Servicequalität und damit auch die Kundenzufriedenheit weiter zu steigern. 
Auch dafür hält Trustpilot eine raffinierte Lösung bereit: Der automatische Feedback-Service (AFS) von Trustpilot bietet Unternehmen die Möglichkeit, durch das Schließen eines Tickets in Zendesk – was immer dann erfolgt, wenn ein Kundenanliegen geklärt wurde – den Versand einer automatischen Bewertungseinladung auszulösen. Eine bequeme und effiziente Möglichkeit, um Kundenfeedback zu Serviceerfahrungen einzuholen, von der sich auch Companisto viel verspricht.

Kundenbeispiele

Über 714.000 Unternehmen und Marken nutzen Trustpilot – lassen Sie sich inspirieren

So nutzt die Investment-Plattform für Eigenkapitalbeteiligungen Companisto Bewertungen als Investition in die Kundenzufriedenheit

So nutzt die Coaching-Plattform Greator ihre Bewertungen, um ihr volles Potenzial zu entfalten

Weitere Beispiele