Learn how Bestway gained over 1,000 reviews and a TrustScore of 4.7, in just 6 months
Challenge
Only dissatisfied customers or customers with negative experiences tended to leave spontaneous reviews, thus damaging the brand's reputation.
Solution
By partnering with Trustpilot, they were able to collect feedback from customers who were happy with the service as well.
Results
Trustpilot helps Bestway improve the reputation of their service and highlight the positive reviews they receive.
Discover the world of Bestway
The company offers a wide range of approximately 1,100 products distributed in over 110 countries, dedicated to the enjoyment of families all over the world. The selection includes above-ground pools and spas, leisure items, sports equipment and camping products. Bestway directly operates its own production factories and service centers, thus guaranteeing high-quality products at competitive prices.
+1,000
reviews in just 6 months in Italy
4.7
is the TrustScore achieved in only 6 months
20%
review invitation response rate
“The collaboration with Trustpilot is very new, but it is already helping us to improve the reputation of our customer service and to reach out to customers.”
“In a short time we have reached a very positive and stable score (4.7 for Italy out of 1,450 reviews and 4.2 for Holland out of 308 reviews”
How do they handle review collection invitations?
Their customers receive an invitation to leave a review every time a support ticket is completed, after 2 days of closing the ticket in the system. Bestway prefers not to send invitations at other stages of the ticket to avoid overloading the customer and getting a negative reaction. This strategy proved effective, as the company achieved a high response rate of 20%.
Trustpilot helps Bestway improve its international reputation
Bestway started with two test countries: Italy and the Netherlands. Italy was chosen for the ease of managing comments in the local language, while the Netherlands was selected for its average market size and the generally critical and polemical nature of customers. The plan for the future is to gradually apply the same model to all European countries, starting with those where Trustpilot is already well established and known among customers, such as the United Kingdom and France.