Problem
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.
Solution
Staysure’s approach is to provide tailored insurance and stay connected with its customers to earn that trust. With 250,000+ reviews, it can be challenging to understand each customer’s satisfaction or to manage each customer’s expectations.
Result
The trust they have established with their customers is reflected in over 200,000 five-star reviews from Trustpilot, more than any other travel insurance provider.
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 to solving their customers' problems. They combined internal innovation workshops with data from Trustpilot's new AI tool, 'Review Insights', that identifies topics and customer sentiment in each review.
Although a fairly new approach, Staysure's innovation workshops deliver positive results by involving different teams and generating many ideas for solving business problems. The team pulls data-driven reports from Trustpilot's new tool to identify the most common customer complaints and then prioritise new solutions.
"While only in its early stages, we are already finding value in utilising the Review Insights data to shape subject matter for our forum and workshops. Topics pulled from Trustpilot are taken to the table and discussed with the forum, which would lead to an open and collaboration session where suggestions and ideas come to life. There are a number of avenues that output from the forum we can take, including improvements in our change process, marketing teams, and product & pricing departments."
Ellie Newstead
Customer Success Analyst at Staysure.co.uk
77%
of UK consumers surveyed in 2021 agree that a good Trustpilot score makes them more likely to buy from a brand.
45m
An AI analyzes thousands of reviews' sentiments. This machine learning proprietary algorithm has currently analysed over 31 million reviews on Trustpilot and discovered 45 million topics and sentiments within them.
4.7
Excellent TrustScore.
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, feeling confident and safe when they travel is very important. An illness or injury may be common, and treatment can be excessively expensive in a foreign country. Trusting 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 stay connected with its customers. But with a whopping 250,000+ reviews, it can be challenging to understand each customer’s satisfaction or to manage each customer’s expectations.
How Staysure tackled review overload
The company receives over a thousand reviews each month, and like every other business facing an increasing number of customers, it 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.
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 need to assess.
"Review Insights is saving us a lot of manual work which we were conducting by theming reviews ourselves. Due to the high volume of reviews coming in, this was taking up a large proportion of our available resources. We can now enable key stakeholders to have a quick snapshot on what topics are doing well and not so well in the monthly meetings, showing our most obvious pain points using the heat maps," says Ellie Newstead, Customer Success Analyst at Staysure.co.uk.
What can an AI Tell You about Customers’ Expectations?
Review Insights introduces sentiment analysis on a large scale, enabling businesses to learn from their customers and discover trends in customer satisfaction over time, ultimately leading to improving their service.
An AI, a machine learning proprietary algorithm, analyzes the sentiments of thousands of reviews. It has currently analysed over 31 million reviews on Trustpilot and discovered 45 million topics and sentiments within them.
"We are building this tool with business intelligence in mind. We know businesses like to collect customer reviews to better understand how they are performing. But many businesses have collected tens of thousands of reviews, and we want to make it easier - almost instant - for them to understand customers, identify trends and influence an actionable change within their business. With Review Insights, businesses can make an AI-powered data-driven decision and improve their product or service," says Kristian Schou, Product Manager of Review Insights at Trustpilot.
