trustpilot helped a digital agency boost their client's conversions

trustpilot helped a digital agency boost their client's converisons

### Why Trustpilot?

To understand why Epiphany came to Trustpilot, and why they recommend Trustpilot to their clients, we need to ask a more pressing question: ‘Why reviews?’
Epiphany explains:

“We understand how important it is for potential customers to feel comfortable when buying from a brand. As consumers become more and more empowered, using trust signals to reassure visitors throughout the buying journey and build trust through third-party validation is simply not an option for businesses anymore.”

“Despite being a big revenue driving business, Furniture Choice is not as well known as others in the market such as DFS, SCS and Oak Furnitureland. As a result, it’s important to use social proof to boost customer confidence and reduce scepticism as much as possible. Nothing does that more than other customers’ validation.”

Furniture Choice became a Trustpilot client in January 2012 and haven’t looked back since. They display Trustpilot reviews across all channels, and now have an amazing 9.3/10 TrustScore from over 7,500 reviews.


Furniture Choice reviews homepage

Furniture Choice reviews integration FB

Furniture choice twitter reviews image generator

### A/B testing with Trustpilot widgets

To get the most of Trustpilot reviews, Epiphany and Furniture Choice experimented with Trustpilot widgets on-site. 

“We wanted to be tactical about where we situated and utilised the logo.”

Furniture Choice expressed their wish to reduce cart abandonment, and boost customer confidence where they needed it most - at the end of the buying journey.

They tested having the Trustpilot logo on the basket page to reassure and encourage users. And it worked! 

Below is a snapshot of the checkout page with and without the trust signals:


Control Basket

Trustpilot Basket

After implementing the reviews, Epiphany and Furniture Choice saw an incredible 22% increase in conversion rate (from the 15th of December 2018 to the 15th of January 2019). 

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

Epiphany and Furniture Choice are securing a trusted, transparent future with Trustpilot reviews. And we think it’s time you joined them!


How Trustpilot helped this digital marketing agency boost their client's conversions by 22%

letsgetchecked trust healthcare

LetsGetChecked Healthcare

### Why Trustpilot?

Peter Foley, CEO and Founder, started LetsGetChecked to put customers at the center of the process, with the aim to provide them with the same level of clinical oversight they would receive if they went through the existing healthcare infrastructure. 

A central part of this vision was ensuring that every customer received exemplary customer service, which brought the company to Trustpilot. 

“Our medical technology platform provides connectivity between our customers and global laboratories for personal health testing. We are enabling customers to order, manage and track their own clinical outcomes through a personal online account. For an important purchase like this, it’s important for consumers to feel like they can fully trust and rely on us”, explains Peter Foley.

### Improving customer satisfaction with reviews

Since going live with Trustpilot in 2017, the business’ Trustpilot rating has improved from a great 8.7, to an amazing 9.6/10. 

That improvement has been achieved by listening to and learning from the voice of the customer, and turning great and constructive feedback into consumer insights. 

“Trustpilot users have given us feedback on everything: From our packaging, instructions and delivery, to our website usability, customer service and nursing support. The feedback we receive on a daily basis is incredibly valuable to us, as it is helps us understand what works, and what needs to change. Without Trustpilot, we would not be providing as good a service to our customers”, says Peter.


letsgetchecked review management

LetsGetChecked is ISO 13485 certified as a medical device manufacturer, and Trustpilot is an integral part of the certification. 

Their customer reviews, and their incredible TrustScore, are both part of their formal Quality Management System processes to ensure they meet customer and regulatory compliance. 

The company reviews both positive and negative feedback with the aim to improve customer experience, and meet and exceed expectations on an ongoing basis.

### Showcasing reviews throughout the journey

Leveraging reviews throughout the buying journey helps boost customer confidence and reduce doubt and scepticism. 

This is one of the reason why Letsgetchecked showcases Trustpilot reviews both on-site and at each stage of the journey.


letsgetchecked reviews on-site

letsgetchecked product reviews

According to research, 23% of people buy through social media recommendations, and 40% of businesses use social media to generate sales. That’s why Letsgetchecked also makes the most of the Trustpilot-Facebook integration, and share its customers’ feedback on social channels.


letsgetchecked facebook

Letsgetchecked understands that trust is earned, not owed. Reviews give you the tools to build a great brand using reputation marketing and power your business forward.

If you’d like to boost customer confidence, increase your conversions and turn visitors into loyal customers, why not create your own Trustpilot account? It’s quick, easy and free! Just click the link below.


healthy lifestyle letsgetchecked and trustpilot reviews

LetsGetChecked reveal how they leverage Trustpilot reviews to build trust in the healthcare industry

stay sure travel insurance Trustpilot 

Staysure travel insurance Trustpilot 

Stay sure UK travel insurance company stats

### Stars Only Tell You One Part of the Story

To better understand what thousands of customers are thinking and saying, the Northampton-based company recently took an innovative approach in solving their customers' problems. They combined internal innovation workshops with data taken from Trustpilot's new AI tool, '[Review Insights](https://uk.business.trustpilot.com/features/review-insights)', that identifies topics and customer sentiment in each review.

Although a fairly new approach, Staysure's innovation workshops are delivering positive results by involving different teams and generating a plethora of ideas for solving business problems. The team is pulling data-driven reports from Trustpilot's new tool to identify the most common customer complaints, and then prioritise new solutions.


Ellie Newstead, Customer success analyst at Staysure

### Trust as a Foundation of a Long-lasting Relationship with Customers

Trust is a key factor for Staysure’s business. The company specialises in tailored insurance for travelers over 50, who often have unique medical challenges or pre-existing conditions that can limit their travel experiences. 

For this group of travelers, it is very important to feel confident and safe when they travel. An illness or injury may be a common thing, and treatment can be excessively expensive in a foreign country. Having trust in your insurance provider, and believing that you are in safe hands, is crucial. It is a delicate balance built on trust and good service.  

To earn that trust, Staysure’s approach is to provide tailored insurance, and to stay connected with their customers. But with over 3 million policyholders and a whopping 50,000 reviews, it can be challenging to understand each customer’s satisfaction or to manage each customer’s expectations.


Staysure leverages trust throughout the user journey

The company is receiving over a thousand of reviews each month, and like every other business that has faced an increasing number of customers, they slowly started recognising trends happening at scale. It takes time and effort to identify actionable insights from those trends, unless you have access to an AI tool that can recognise them almost instantly.

Ellie Newstead quote

As part of the Customer Experience Team at Staysure, Ellie has used Trustpilot’s new Review Insights to identify relevant topics based on customer sentiment, and to prioritise customer complaints that need immediate attention. This approach helps them identify “discount” as a relevant topic they needed to assess.

### What an AI can Tell You about Customers’ Expectations? 

Review Insights introduces sentiment analysis on a large scale, enabling businesses to learn from their customers and discover trends over time in customer satisfaction, which ultimately leads to improving their service.

The [sentiment analysis](https://uk.business.trustpilot.com/features/review-insights) of thousands of reviews is done by an AI, a machine learning proprietary algorithm that has currently analysed over 31 million reviews on Trustpilot, and discovered 45 million topics and sentiments within them.

Kristians Quote

__Check out our newest on-demand webinar with Staysure.co.uk!__



Staysure WISTIA

How Staysure uses the power of AI to build customer trust

__Trustpilot: Why did you choose Trustpilot to build trust with customers?__

__Josh Pitman:__ Priory Direct exists as we wanted businesses to have what we couldn’t find when we went into eCommerce ourselves; a reliable, trustworthy supplier which you could count on for life.

We began using Trustpilot in 2013 as we were seeking a feedback mechanism to ensure we had good relationships with our existing customers and were getting our service right. We’ve since seen that having an excellent Trustscore with a third party provider is an incredibly powerful route which has helped us increase our new customer acquisition rates and average order values.

Today, our customer base continues to grow and we truly believe that’s thanks to our 9.6/10 score which we’ve achieved from 2,600+ ‘excellent’ reviews.

Trustpilot has given us an invaluable opportunity to start new relationships and has allowed us to show prospects that our existing customers believe we offer a fantastic experience. We collect customer feedback to ensure our customers are pleased with every aspect of their order. This feedback allows us to make informed decisions to identify improvements which make customer experience even better.


Screenshot 2019-02-12 at 15.10.32

We’re immensely proud of our 5-star rating, and we showcase it around our channels to build trust and credibility with new and existing customers. On top of a Trustscore in the header of our website, we also use the live review feed in the footer of every page and product reviews on our product pages to demonstrate to new prospects how happy our existing customers are.

Priory direct product page trustpilot reviews

Screenshot 2019-02-12 at 15.11.13

Thanks to our growing reputation, we’re now the supplier of choice for over 21,000 eCommerce companies. Delivering outstanding service, and measuring it by asking for our customers’ feedback, continues to be key to our success.

__TP: Are there multiple departments or teams using Trustpilot? __

__JP:__ All Priory Direct employees receive the new review emails so everyone can see how we’re performing – we’re an incredibly hard-working team, and it means a lot to us that we’re achieving our goal of being the best in our market.

Our customer service team are the primary users of Trustpilot for maintaining and improving customer satisfaction wherever possible, and to help our sales team identify leads and opportunities to grow existing relationships with satisfied customers. 

The logistics and warehouse departments also take each and every piece of feedback on outer packaging and courier issues on board to ensure we improve wherever possible and have suitable solutions in place moving forwards.

Our marketing department uses Trustpilot to identify key areas of customer happiness to drive further traffic there, proactively change online communications or product descriptions to clarify specific details where feedback suggests it’s needed, and to gain insights into our most likely brand advocates for engagement and customer referrals. 

The development team have improved the user experience wherever issues have been highlighted, and have used customer feedback and suggestions to deploy new website features which have led to a higher conversion rate.

__TP: It sounds like you use reviews across all departments and channels… Have you measured any improvements from using reviews on your website and in your marketing campaigns? __

__JP:__ Our fantastic service levels completely set us apart from others in our market. We’ve integrated our Trustpilot reviews with our Google Ads account and have since seen a 14% increase in click-through rate on ads.

Our 5-star ‘Excellent’ rating is shown at the top of every page on our website, product reviews are shown for corresponding products, and the live review feed is also included on all pages. 


priory direct landing page trustpilot widget

We share our reviews on social media too: the Trustpilot Facebook integration allows us to easily show to potential customers that our existing customers love doing business with us, and are happy to write about how good their experience has been.


Priory direct Facebook Trustpilot integration

Screenshot 2019-02-12 at 15.19.11

Priory direct uses twitter to share reviews

Screenshot 2019-02-12 at 15.20.35

We’ve also all picked our favourite reviews and use them in our personal email signatures, as well as in marketing newsletters, to reinforce the rating we’ve achieved to our customers. 

Showcasing our reviews across all channels has helped to reduce consumer hesitation and has boosted confidence and trust in every step of each purchase, as well as throughout our long-term relationships with our customers.

__TP: Are there any major customer insights your team has learned and leveraged since using Trustpilot?__

__JP:__ We’ve implemented changes of all scales across all departments in response to customer feedback; this open and honest communication with customers has played a pivotal role in improving our systems, website, and service offering. Using Trustpilot has made it significantly easier for us to quickly identify areas of the business which need to be focused on so we can continue to achieve and deliver the outstanding levels of service which we strive for, and our customers expect from Priory Direct.

Using customer feedback we’ve instigated the following:
- 1 hour delivery windows in our customer emails
- Courier tracking details for all consignments
- 1 click repeat ordering functionality on site and in emails
- Automated reorder reminders and stock level alerts
- Downloadable customer invoices
- More-robust outbound packaging for all orders
- 2 new couriers for improved service and value on large items and smaller   consignments
- LiveChat service Monday-to-Friday
- Courier and payment preference selection in checkout
- Delivery label order comments in checkout for customers

__TP: What are the biggest advantages the business has seen from using Trustpilot?__

__JP:__ Using Trustpilot has given us a better understanding of our customers, has brought change in virtually every area of our business, and has greatly improved our customer relations both with our most-satisfied long-term customers and the rare few who experience problems too.

Sometimes things do go wrong, we’re only human. We run a fast-paced business, and we rely on third-party couriers a lot of the time. We’ve come to realise that when customers tell us something has gone wrong, it give us a great opportunity to go above and beyond to put things right with them and learn something important about our business in the process. 

Realising this has allowed us to proceed without fear of negative feedback and the few instances where we have received less than 5 star reviews have driven some of the best improvements, lessons, and customer relationships we’ve ever had – we even convert most of them to edited 5 star reviews once we help out!

Last but not least, our ‘excellent’ service rating and the increasing number of up-to-date independent reviews we receive through our partnership with Trustpilot has increased credibility and trust with new prospects, which has ultimately played a strong assisting role in our excellent growth over the past 5 years, as we hope it will continue to do into the future.

__TP: What are your challenges going forward as a business?__

__JP:__ As our market presence grows and our larger competitors become aware of how many of their customers are coming to us because of our market-leading prices, easy ordering features and outstanding-service, our deep pocketed rivals are going to invest heavily in route to market to try and prevent their existing customers from moving their business to us. 

We see our social credibility and having a large base of “review equity” and testimonials from our exceedingly happy customers as one of our strongest differentiators and weapons against this – we believe in outstanding service and super-happy-customers and we know that’s all we need to grow - Trustpilot lets us shout about that in an independent, reputable, and trustworthy way.


__Trustpilot:__ We’d like to thank you for your time! It was great to learn how reviews have helped you achieve so much since 2013.

To learn more about Priory Direct, head to [their website](https://www.priorydirect.co.uk/). If you’d like to find out more about Trustpilot reviews, request a demo below.

Priory direct journey Trustpilot reviews

Priory Direct tell us more about their Trustpilot journey

Gough recruitment Trustpilot reviews landing page

Screenshot 2019-02-12 at 09.40.58

Gough Recruitment takes its customer reviews seriously.

Within recruitment, the challenge is finding the best talent in a timely manner without exclusivity. 

That’s why Gough Recruitment shares its reviews on-site (above), as well as on social channels, like Facebook (below).

Diane explains: “The reviews appear on multiple pages on our website (these are the key pages that our customers visit regularly), and also on our Facebook page. We quite often quote what our review status is through business proposals and monthly across the business as we are so proud of our 9.6/10 rating from almost 400 reviews.”


Gough recruitment Facebook Trustpilot integration

Through portraying service excellence that is being backed by their Trustpilot reviewers, Gough Recruitment hopes that they can instill the confidence of businesses and job seekers, and trust that they will deliver the best outcome for them.

The recruitment company sends its Trustpilot profile to clients and candidates each month, but a lot of customers frequently mention that they’ve chosen to call Gough Recruitment due to seeing so many positive comments on Trustpilot.

## Improving every day with reviews

To continually improve and innovate, Gough Recruitment’s ‘review expert’ is in charge of the company’s review strategy. However, everyone in the business is involved in the collection of reviews - especially Recruitment Consultants, who play a big role in getting candidates to leave feedback on Trustpilot.

The company also finds that reviews help the teams get insights into what works, what doesn’t, and what could be improved. 

As Diane puts it: “There has been a lot of reassurance that we are meeting both client and candidate expectations in terms of timing of finding the right candidate or on the flipside, finding the right role.”

This helps employees adjust their recruitment tactics to deliver a superb customer experience.

But the customer satisfaction focus doesn’t end with only delivering a great experience. It extends to the ability to really understand what someone is looking for, and making the match. 

Trustpilot motivates all employees to become a little greater every day, and to tailor each experience to the client or candidate. After all, happy customers are loyal customers. 

It can be challenging to instill trust in the recruiting industry, but Trustpilot has really helped Gough communicate tactfully. 

And we have no doubt Gough will continue to grow brand trust.

If you want to power your business forward with reviews, why not schedule a demo? It’s quick and easy. Just click the link below.


recruitment company uses reviews

Gough Recruitment reveal how they leverage Trustpilot reviews

Woman on the beach wrapped in a watermelon towel

Trailfinders holiday

The [paradox of choice](https://skift.com/2015/04/23/paradox-of-choice-do-too-many-options-kill-conversion-rate/) is alive and well on the internet, and for those seeking the perfect vacation, more choice can feel like more potential to be misled. 

With two in five Brits (43%) reporting a very real fear of travel scams, and 23% of US consumers [surviving a misleading experience with travel resellers](https://lodgingmagazine.com/study-consumers-spend-5-2-billion-a-year-in-hotel-booking-scams/), it’s safe to say that globetrotters everywhere are wary of making the wrong choice. 

But is there anything travel companies can do to reassure potential customers? The team at [Trailfinders](https://www.trailfinders.com/), a UK-based travel company, says yes.


### Reassurance is key for a high stakes purchasing decision

Here’s something we can all relate to: vacations are precious, both literally and figuratively. Despite our best efforts, few people can jet off whenever the mood strikes. 

To put it in perspective, 74% of people cite vacations as their biggest personal expense each year, and 68% regard trips as an important investment in self care. With so much personal value tied up in vacations, it stands to reason that 66% of consumers say trips and vacations are the purchasing decision they spend the most time researching. 

But what exactly are they looking for?

[Our research](https://business.trustpilot.com/guides-reports/build-trusted-brand/why-and-how-social-proof-influences-consumers) shows that they’re on the lookout for “trust signals”, or any form of reassurance that clicking BUY will lead to a live action version of their day dreams.

Travel brands can easily signal trust with simple actions that carry big effects — offering a phone line for customer service, clarifying the nature of any associated fees, or displaying social proof in the form of reviews, to name a few.

According to our survey results, here are the ones that mean the most to scrutinizing vacationers: 


trust symbols for travel

Of all these signals, displaying social proof through online reviews gives travel companies the most mileage — in other words, collecting and showcasing a diverse range of customer feedback can tick all ten items from the list with a single tactical move.

For Trailfinders, that tactical move took the form of a [TrustBox](https://business.trustpilot.com/features/trustboxes) on their site:


Trailfinders website with Trustbox example

Trailfinders Trustbox

### When you focus on improving customer experience, word travels fast

According to Trailfinders, “Trustpilot helps us reduce consumer doubt and increase trust and confidence through third-party validation. Leveraging our verified reviews through the TrustBox widget also proves to new and existing travellers that our customer's voice matters to us. We recommend Trustpilot as a great and easy way to power your business forward." 

And while we can’t thank them enough for the kind words, we believe their success is less to do with what review widget they use, and everything to do with their 48-year commitment to exceptional client service.

If your travel company is ready to grow brand trust and show brand trust, schedule a demo today. 


Why social proof is the gold standard for trustworthy travel

### Improving job search through better customer experience

Service-based companies need to build more trust with consumers than product-based businesses, who have more chances of building consumer confidence with packaging or online product descriptions.


Since inception, ZipRecruiter has been focusing on delivering a product and user experience that delights their customers. To help them create ever-improving experiences for all their users, ZipRecruiter started using Trustpilot reviews. Today, they still collect user feedback and testimonials, and their customer support and marketing departments use reviews to validate the experience and service they provide to their customers.


Their mission is to actively connect people to their next great opportunity - and they’re proud that their 5-star rating on Trustpilot reflects the positive experience of their customers. So proud that they share their rating throughout their marketing (social channels, website, email campaigns and more), as seen below. By utilizing Trustpilot and collecting reviews regularly, Google Seller Ratings now also appear in the company’s Google ads.

Rich Snippet Stars ZipRecruiter

ZipRecruiter uses the Trustpilot Facebook extension to share their score.

ZipRecruiter Facebook

ZipRecruiter leverages reviews directly on-site.

ZipRecruiter Reviews Onsite

### Rated #1 by employers in the U.S. [[2]]

This customer focus has helped fuel their rapid growth and enabled them to help over 1.8M businesses find great candidates, and millions of job seekers find the right job.
In fact, ZipRecruiter recently found out they have the highest Trustpilot rating of all hiring sites with more than 1,000 Trustpilot reviews, which makes them ‘Rated #1 by employers in the U.S.’.

The business launched this claim in their marketing campaign across direct mail, TV, digital, and audio channels, including in some of the most popular podcasts.





### Why ZipRecruiter chose Trustpilot

When consumers search online, they’re vigilant in making sure they get the best service they can. More and more people are researching, comparing, seeking out recommendations, and considering their options before choosing a hiring site. 
If you spoke to a recruiter and they kept saying ‘trust me’, would you really trust them?

Trust is earned, not owed. A Mintel Research study found that 70% of Americans seek out opinions from user or independent review sites before making a purchase decision [[3]]. 

Trustpilot reviews help ZipRecruiter appeal to their customers by letting existing customers communicate trust effectively. And it doesn’t stop there. Through customer feedback, the company can identify their super fans and interact with them. Since then, their number of loyal clients has grown, and they’ve learned to turn happy customers into brand advocates.
 
If you want to grow your reputation, turn your customers into advocates, and leverage reviews in your marketing like ZipRecruiter does, why not schedule a demo? It’s quick and easy. Just click the link below.


[[1]] MobileAction Data, 2018

[[2]] Based on Trustpilot rating of hiring sites with over 1,000 reviews

[[3]] Mintel Research, [American Lifestyles 2015](http://www.mintel.com/press-centre/social-and-lifestyle/seven-in-10-americans-seek-out-opinions-before-making-purchases)

ZipRecruiter Case Study Hero

How ZipRecruiter reviews powered the business forward

### Why Trustpilot?

Wildland Trekking have been active in curating their online reputation for years, with a solid presence on Google, Yelp and TripAdvisor since the beginning.

Yet it’s been with Trustpilot that the difference has been noticed.

“The difference in customer service so far is truly profound,” says Scott Cundy. 

“With Trustpilot, we have a dedicated representative that we can contact at any time with questions. The web snippets are much more usable than TripAdvisor, with responsive designs, attractive layouts, and many to choose from. 

“Clearly, Trustpilot has thought through their business model with both the reviewers and businesses in mind, which is a dramatically refreshing change from every other review site we’ve worked with.”


### How Trustpilot is used

True to their praise, Wildland Trekking have certainly used the versatility of the Trustpilot products on offer, with TrustBoxes in pop-ups on landing pages, and TrustBoxes on key pages.

“We've implemented Trustpilot everywhere, particularly though on our landing pages and trip pages,” explains Scott Cundy.  
 
“Many of our guests convert from the actual trip page of the trip they're interested in, and we believe having Trustpilot on those pages is the main reason (along with landing pages) that our engagement has improved.”


Wildland trekking TrustBoxes on site

Wildland trekking reviews

### The benefits of Trustpilot
 
With such a wide use of Trustpilot across their web presence, the results have been pretty positive. 
 
“Our click-through rate has increased by approximately 12-13% compared with similar timeframes from the previous year,” says Scott Cundy. 

“What’s more, our bounce rate has decreased by 18.36%, and the average time
on site has increased by 54 seconds.”


And that’s not all - their Google Ads click-through rate has increased by 9.6%.

### The journey isn’t over

As Wildland Trekking gain more reviews, there’s yet more uses for Trustpilot reviews, onsite and in major search engines.

Here’s to their continued effort. But, while we’re here, are you committed to your online reputation just like Wildland Trekking are?

Create your free Trustpilot account today to see the same benefits for your business. Click on the link below to sign up:


Wildland trekking Trustpilot case study online reviews

How online reviews power Wildland Trekking's journey to greatness

Pharmacy2U staff

Pharmacy2U Staff

__Trustpilot: Why is trust so important to Pharmacy2U?__
 
__Ollie Walker:__ As the UK’s largest online pharmacy, we are responsible for helping over 300,000 patients to look after their health with our NHS repeat prescriptions service. This means that trust is the keystone of our brand.
 
Patients are looking for an easier way to manage their NHS repeat prescriptions. Our service helps them manage their medication from the initial request from their doctor, to free delivery.
 
Thanks to Trustpilot, potential patients can now see testimonials from over 90,000 existing patients, with an ‘Excellent’ rating and a TrustScore of 9/10. This makes it an incredibly useful tool for building relationships with visitors, and showcasing our credentials and track record in delivering an excellent customer experience.
 
__TP: How do you use the Trustpilot platform?__
 
__OW:__ At Pharmacy2U, Trustpilot acts as our bible and the reviews are read daily by staff at every level of the business, including our executive team, to monitor the ‘pulse’ of our sentiment and ensure the best possible service for patients.
 
We use Trustpilot at various points throughout the patient journey to build assurance. Our ‘Excellent’ rating and testimonials are used on our website to support new patients with their decisions. It’s also used in our marketing communications, featuring in dedicated emails and letters as well as on our social media platforms.


Pharmacy2U Trustpilot review carousel

Pharmacy2U Facebook page showing Trustpilot reviews integration

Pharmacy2U Trustpilot reviews Facebook integration

It’s also an invaluable tool for our Customer Care team. By seeking feedback from our patients, we identify improvements to make their experience even better. Trustpilot reviews also help us to identify potential patients for more in-depth case studies.
 
__TP: Which departments are using Trustpilot?__
 
__OW:__ Trustpilot is used by our Customer Care, Marketing, and Technology teams to help tailor a truly patient-focused experience. It’s used as a promotional tool to acquire new patients as well as to help us to identify priorities for existing ones.
 
Trustpilot also allows us to clearly benchmark our performance, and ensure we’re always maintaining and improving our rating. Because of the immediacy in which we receive feedback, our teams are able to identify focus areas in our experience, and share with the rest of the company for ongoing development.

Our Excellent’ rating has also been a huge source of pride for the team at our award-winning distribution centre. It’s really motivated the whole company to continually deliver improvements in our systems and processes.
 
__TP: How do you use reviews on your website or any marketing campaigns? __

__OW:__ The patient feedback from Trustpilot is used in a variety of ways to help improve the patient experience.
 
We use our Trustpilot score on the homepage along with the live review feed. Our ‘Excellent’ score is also used across all our marketing emails and letter to patients.


Pharmacy2U Trustpilot reviews on site

Selected quotes are also picked out and used in our communications, where we aim to generate registrations, as it’s incredibly important for potential patients to hear recommendations from those who are already using the service. Tests have shown that by including our Trustpilot reviews and score, new customer conversion has increased by 10-15%.
 
__TP: Do you share reviews socially?__

__OW:__ We regularly share testimonials from our customers, posting on both Facebook and Twitter. Our Trustpilot information has really resonated with patients and we’ve seen some great engagement as a result.

twitter review

Twitter review 2

We've found that posts about our review score are consistently amongst our most shared content on Facebook and Twitter. Through the use of tracking, we have seen a high number of registrations from people who have had the posts shared with them.

__TP: What are the biggest advantages the business has seen from switching to Trustpilot?__
 
__OW:__ Adopting Trustpilot has been hugely advantageous for Pharmacy2U.
 
It’s an absolutely fantastic tool which has given us the insight we need to make data-driven decisions to help improve the lives of our patients. Thanks to Trustpilot, it’s easier for us to quickly understand how patients navigate our service and identify areas which the business needs to focus on.
 
For the wider team, the Trustpilot score has been an incredibly effective motivational tool. Our ‘Excellent’ rating is a huge source of pride which has boosted morale and united every department. We work together to address any issues which occur and celebrate success together.
 
__TP: What are your challenges going forward as a business?__
 
__OW:__ Health is an incredibly serious and personal issue for everybody. As such, our number one objective when starting a new conversation with a potential patient is to gain their trust. 

Therefore, we’re always looking at the ways in which we can seamlessly remind patients of our credentials and experience.
 
The information we’ve gathered using Trustpilot has helped us develop a strategic approach to guiding patients through registration, and we are currently working on several projects which will help too.  
 
__TP: Are there any major customer insights your team has learned/leveraged since using Trustpilot?__
 
__OW:__ Recent Trustpilot feedback has helped us identify that some patients found the ordering process too complicated.
 
This was fed back into our development team, who used feedback from our patients to help restructure the order journey, making it simpler to understand and navigate. As a result, we have seen an increased order conversion rate.
 
The reviews highlighted that a number of patients were unaware that they could get their medication delivered through their letterbox. Trustpilot allowed us to identify this, and we ran a successful campaign to create awareness for our patients.
 
 
__Trustpilot: We’d like to thank you for your time! This was an insightful interview.__

To learn more about Pharmacy2U, head to their [website](https://www.pharmacy2u.co.uk/) or check out their [blog](https://www.pharmacy2u.co.uk/news/). If you’d like to find out more about Trustpilot reviews, request a demo below.


Pharmacy2U patient trust customer reviews

How Pharmacy2U uses reviews to build trust with their patients

Refurbs logo

Laptop

Hvordan bygger man bro mellem genbrug og troværdighed? Dette spørgsmål har virksomheden Refurb været nødt til at stille sig selv og finde svaret på. Læs med hér, og find ud af, hvordan de gør.

Refurb blev grundlagt i 2008 ud fra tanken om at gøre en forskel ved at opkøbe brugt IT-udstyr af høj kvalitet fra erhvervslivet, klargøre det, så det er så godt som nyt, og sælge det videre til virksomheder, offentlige institutioner og forbrugere. De få dele, der ikke kan genbruges, bliver derimod genanvendt, så intet går til spilde. Og det er ikke kun blevet ved tanken; Refurb håndterer nemlig 70.000 enheder om året og anses for at være blandt de førende virksomheder inden for genbrugt IT i Skandinavien.

Refurb har skabt en forretning baseret på cirkulær økonomi, og det gjorde de endda, før begrebet blev alment kendt. Når de har købt brugt IT-udstyr, sletter de først dataene, hvorefter de renoverer, rengør og tester udstyret, også kaldet “refurbishing”. Næste skridt er at installere ny software, og så er det igen klar til salg. Alt sammen er med til at gøre en forskel for miljøet, der virkelig kan mærkes.

Men elektronik er fintfølende, så Refurb er nødt til at sikre, at hele loopet fungerer, fra de får et brugt produkt ind, til det når ud til slutbrugeren. Og det kan de finde ud af ved hjælp af feedback fra deres kunder. Derfor tilmeldte de sig Trustpilot i 2011 for at indsamle anmeldelser og få bedre indsigt i deres virksomhed og produkter. Og med et samlet antal anmeldelser på 7.700 er der en del indsigt at hente.

På Refurbs forside ses et udpluk af deres anmeldelser, stjernebedømmelse og samlet antal anmeldelser.

Udpluk af anmeldelser

## Værdifuld indsigt fra kundeanmeldelser

Refurb anvender indsigterne fra deres kundefeedback til at gennemgå alle trin i deres produktrejse og forbedre kundeoplevelsen, for elektronik kræver stor årvågenhed. 
Hvis en kunde for eksempel skriver, at vedkommende har købt en computer, der ikke vil starte, kan Refurb gå i dialog med kunden og bruge anmeldelsen til at finde ud af, hvor problemet ligger. Det kan være den pågældende model, der er problemet, det kan være opstået under deres behandling af produktet, eller måske ligger fejlen hos fragtfirmaet. Hvis det drejer sig om modellen, tager de den muligvis ud af deres sortiment, hvis problemet er opstået under deres behandling af produktet, sørger de for at forbedre deres processer, og hvis fragtfirmaet har ansvaret, løser de problemet i samarbejde med dem. 
Refurbs kundeservice og marketingafdeling har især stor gavn af indsigten fra deres kundeanmeldelser. Eksempelvis har Refurbs marketingafdeling ved hjælp af kundefeedback kunnet forbedre indpakningen af deres laptops, så emballagen nu beskytter deres produkter optimalt. Peter Hove, medstifter og kommunikationsdirektør i Refurb, siger:

> *"I forbindelse med overgangen fra standardpapkasser til vores egne, brandede kasser var det alfa og omega, at det – udover et visuelt løft – også blev oplevet som både bedre, mere sikkert og lettere ifm. returnering, af vores kunder. Derfor fulgte vi, særligt i perioden efter introduktionen af den nye indpakning, al kunderespons meget tæt. Det gjaldt (og gælder) også Trustpilot, hvor vi får masser af indsigter om ikke kun selve produktet, men også vores emballage, fordi emballagens primære opgave er at beskytte produktet under transport, og så må det visuelle være sekundært."*

## Social proof skaber troværdighed

Udfordringen for Refurb har især været at opbygge forbrugernes tillid til genbrugt IT-udstyr. Derfor har Refurb brug for at vise deres kunder, at de kan regne med dem, og at deres produkter er trygge valg. Med Trustpilots widgets viser de deres 5-stjernede bedømmelse, samlet antal anmeldelser og TrustScore på 4.8 på deres website, i deres markedsføring og på de sociale medier.

Refurb fremviser deres bedømmelser og antal anmeldelser øverst og nederst på deres websider.

Stjerner og score øverst

Stjerner og score nederst

Og social proof er ideelt til at bygge bro mellem genbrug og troværdighed. Rasmus Berg Madsen, Refurbs Operations Manager, fortæller:

> *"For år tilbage oplevede vi en vis mistro til det at købe genbrugt IT – det var før begreber som refurbishment og cirkulær økonomi var så udbredte, som de er i dag. Det var derfor altafgørende for os, at vores kunder havde et ærligt og åbent forum, hvor de kunne dele deres oplevelser – og særligt vigtigt, at det ikke var modereret af os. Derfor var Trustpilot den helt rigtige løsning til at vise vores kunder, at der ikke var noget, de skulle bekymre sig om. Trustpilot er stadig et værdifuldt redskab – særligt stjernesystemet – til at sikre social proof og vise, at man faktisk godt kan stole på, at vi leverer et godt produkt."*

For Refurb er genbrug det grønne guld, og kundernes tillid til genbrugt IT er grundlæggende for at kunne sprede det gode budskab. Så da de nåede hele 7.000 anmeldelser på Trustpilot, markerede de det på deres Facebook-profil.

Fra FB

Kundeanmeldelser skaber stor værdi for Refurb

Enkla Juridik

Læs, hvordan det svenske advokatfirma Enkla Juridik øgede konverteringsraten med 36 % ved hjælp af TrustBoxe.

Enkla Juridiks medarbejdere er juridiske eksperter inden for områder som familieret, immigrationsret, erhvervsret osv.

Jurister Enkla Juridik - Niels Groenewegen.JPG

Enkla Juridiks jurister

__Enkla Juridik__ er et digitalt advokatfirma med kontor i Stockholm, Linköping og Örebro, men de tilbyder deres services over hele landet. De yder kvalificeret rådgivning i juridiske sager inden for både civil- og virksomhedsret. Vi snakkede med Enkla Juridiks administrerende direktør, Niels Groenewegen, som gav os et indblik i, hvordan de bruger Trustpilot, og hvilke resultater de har opnået.

Enkla Juridik begyndte at bruge Trustpilot i foråret 2018 med det formål at styrke deres omdømme. Idéen var at nå ud til potentielle klienter og fremvise deres dygtige jurister. Med over 300 anmeldelser og en stjernebedømmelse på 4,9 er Enkla Juridik på nuværende tidspunkt rangeret som nr. 1 i kategorien *Juridisk rådgivning* på Trustpilots svenske website.

*__“Vi vil vise, hvor dygtige vores jurister er, og dermed styrke vores omdømme”, siger Niels Groenewegen, Enkla Juridiks administrerende direktør.__*

Advokatfirmaets website er nemt at finde rundt på, og det fremgår tydeligt, hvem de er, og hvad de kan hjælpe med. På hver webside har de integreret en TrustBox-widget, som fremviser deres stjernebedømmelse og antal anmeldelser, så besøgende og potentielle klienter nemt får øje på og kan læse om de oplevelser, tidligere klienter har haft med firmaet.

Screenshot 2020-12-07 at 08.40.01

Enkla Juridik widget

Som marketingansvarlig arbejder Niels Groenewegen aktivt med at synliggøre anmeldelser på firmaets website samt i deres markedsføring på sociale medier og Google. Udover disse initiativer bruger Enkla Juridiks medarbejdere også TrustBoxe i deres e-mailsignaturer.

adm. direktør

## Mennesker og tal

Kundetilfredshed kan ofte måles i tal, men bag tallene er mennesker og deres oplevelser. For at opnå en målbart højere kundetilfredshed kræver det, at man foretager et kvalitativt arbejde med fokus på god kundeservice og åbenhed over for feedback. En god stjernebedømmelse på Trustpilot er tydelig online og øger antallet af besøgende og potentielle klienter, som kan booste både konverteringsraten og salget.

For Enkla Juridik har Trustpilots widgets, som fremviser klienternes anmeldelser og bedømmelser på deres website, været den mest værdifulde Trustpilot-funktion, da den har været med til at øge konverteringsraten på deres startside med hele 36 %. Og efter de integrerede en TrustBox-widget på deres “Om os”-side, er konverteringsraten steget med 20 %. Dette er en fantastisk fremgang, som er et direkte resultat af den tillid, kundeanmeldelser er med til at opbygge.

På billedet ses data fra perioden før og efter, Enkla Juridik implementerede Trustpilots widgets på deres website den 18. maj 2019.

Ökning i CR på startsidan - Niels Groenewegen.JPG

Enkla Juridik - data

Takket være alle anmeldelser, som skrives om Enkla Juridik på Trustpilot, er firmaet også blevet mere synlige på Google. Med en konstant strøm af nye kundeanmeldelser er det lykkedes Enkla Juridik at kvalificere sig til Google Sellers Ratings, som nu ses i deres Google-annoncer. __Siden da er klikraten på deres Google-annoncer steget med 1,7 %.__

Bild Google Sellers Ratings - Niels Groenewegen

Google-annonce

Advokatfirmaet bruger også Trustpilots markedsføringsmateriale i retargeting-annoncer på Facebook og Instagram, og Niels Groenewegen er begejstret for effekten:

“Resultatet er, at mange klienter, der ikke kontaktede os i første omgang, vender tilbage. Og derudover styrker det vores omdømme over for besøgende, der ikke har en presserende juridisk sag, men som muligvis får brug for hjælp i fremtiden.”

## Jura handler om mennesker

Jura handler om mennesker, og dér kommer Trustpilot ind i billedet. For et firma som Enkla Juridik, som brænder for netop disse to ting, er klienternes oplevelser det vigtigste. Ved hjælp af Trustpilot-anmeldelser får advokatfirmaet en konstant strøm af feedback og et bedre indblik i, hvordan de kan udvikle deres forretning med den individuelle oplevelse i fokus. De har eksempelvis fundet ud af, at de ikke var klare nok i deres kommunikation om, hvordan klienterne kan få deres juridiske omkostninger godtgjort. Enkla Juridik arbejder dagligt med at skabe en tryg og smidig oplevelse for mennesker, som har brug for hjælp med alt fra administrative sager til juridiske tvister, og det går ikke ubemærket hen.

*__“Mange af vores klienter kontakter os, fordi de har læst nogle af vores +300 anmeldelser.” – Niels Groenewegen__*

Enkla Juridik øgede konverteringsraten med 36 % ved hjælp af TrustBoxe

Find ud af, hvordan Trustpilots kunder bruger vores anmeldelsesplatform til at styke deres omdømme og virksomhed, ved f.eks. at øge deres konverteringsrater og forbedre deres kunderejse.

Kundehistorier

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