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

How Setmore uses Trustpilot to create social proof and build trust online 

In this case study, we speak to Jillian Ross, Brand Leader at Setmore, to better understand why the business chose Trustpilot to help strengthen the business and customer connection, and how the team uses third-party reviews to boost its marketing efforts.

With Setmore, brands can connect with their customers and manage all of their appointments through one simple calendar system that gives them the freedom to grow. Their mission is to help brands deliver their magic by connecting businesses and customers. 

With 24/7 customer service, over 1,500 verified reviews, and fantastic 4.7/5 TrustScore, it’s safe to say that Setmore takes its customers’ satisfaction very seriously.

In this case study, we speak to Jillian Ross, Brand Leader at Setmore, to better understand why the business chose Trustpilot to help strengthen the business and customer connection, and how the team leverages third-party reviews to boost its marketing efforts.

## Why Setmore chose Trustpilot to engage with its customer base

Setmore understood the importance of word of mouth before implementing a review strategy. The business was receiving feedback, but had nowhere for it to live. 

“We explored different review platforms but Trustpilot stuck out. We really appreciated how painless it is for customers to leave reviews about a company on Trustpilot, that’s why we decided to give it a go,” explains Jillian.

Setmore started with a free Trustpilot business profile in 2020. After just a few months, the company decided to upgrade to send out more review invitations, and to be able to display their reviews on-site. 

After choosing to switch over to a paid Trustpilot subscription, and including the Invite module, Setmore saw a massive surge in its number of reviews.

## How Setmore displays verified reviews to build trust on-site

When we spoke to Jillian, it became clear that Setmore’s long-term goal is to add the voice of the customer to all marketing channels.

With the Convert add-on Module, Setmore positions Trustpilot reviews front and center on the website’s homepage, within email signatures, and on social channels too.

Setmore shares verified reviews on social media

The business also displays its star rating below the ‘Start for free’ CTA on-site.

The business also displays its star rating below the ‘Start for free’ CTA on its website.

“Showcasing reviews on our site is crucial as we know that people trust people and value what real customers have to say,” says Jillian.

Thanks to Trustpilot’s on-site widgets, Setmore was able to showcase social proof throughout the user journey, and build trust with new website visitors.

Trustpilot reviews can be found lower down on the website’s homepage too.

## How Setmore makes the most of Trustpilot’s tagging feature to learn and improve

Trustpilot has also helped Setmore generate a flood of reviews while enabling the team to engage directly with customers. 

The company responds to every single review, whether positive or negative. Responding to negative reviews is especially important to them, as it’s an opportunity to turn the situation around and learn from past mistakes.

Setmore responds to all types of reviews, whether positive or negative.

“With Trustpilot reviews, you get incredible insight into what your customers love and don’t love, plus what they’d want. It all helps tremendously in guiding our roadmap,” says Jillian.

In fact, Setmore [uses our tagging feature in customer reviews](https://uk.business.trustpilot.com/features/review-tagging) to contribute towards the overall roadmap and make decisions on new features and integrations

“With Trustpilot, we’ve really been able to build relationships with our customers, taking the time to respond to each review.”

If you’d like to give Trustpilot a go for free, just like Setmore did, why not create your business profile today?

It’s quick and easy, just click the link below.

How Setmore uses Trustpilot to create social proof and build trust online

In this case study, we'll discuss why Food Circle Supermarket chose to upgrade their free Trustpilot plan to a paid one, and how that positively impacted their business.

[Food Circle Supermarket](https://foodcirclesupermarket.co.uk/ "Food Circle Supermarket") is not your average retailer. 

Instead of looking to produce more food, they want to try and reduce food waste and the enormous strain it puts on our planet. They do this by selling surplus products from some of the largest snacking brands in the world and help distribute any product that is short dated, overstock, has old branding, or would otherwise be wasted. 

Their business model works well because it’s a win for everyone involved. They’re able to sell the surplus products at a heavily discounted rate and ship them right to their door, saving their customers time and money on the products they need. And they’re able to help brands from having to waste surplus products and deal with the logistical headache that comes with disposing of them. 

## A customer nudge towards customer reviews 
Because their prices are often more than 50% less than what the usual price would be, it was hard for them to be seen as trustworthy to new customers. Many of them just assumed there was a catch or that it was a scam. They actually started using [Trustpilot’s free platform ](https://business.trustpilot.com/signup?cta=free-signup_plans "Free plans Trustpilot")after a customer reached out to them in 2019 and suggested they get a Trustpilot page — specifically because their prices seemed too good to be true! 

By the time they had accumulated around 200 reviews – almost all of which were 5-stars – they realized the impact that positive reviews [could have on their brand reputation online](https://business.trustpilot.com/guides-reports/build-trusted-brand/6-ways-to-make-trust-your-essential-brand-differentiator "The value of a trustworthy brand reputation"). At this point they could clearly see the effect customer reviews had on building trust and they knew that upgrading to a [paid plan](https://business.trustpilot.com/plans "Plans & Pricing") would get them more review invitations and other helpful features. 

## The value Food Circle received from upgrading 
Once they moved onto a paid plan they quickly started to see value in some of the new features they unlocked. With more invitations, more reviews, and better ways to leverage those reviews, their success with Trustpilot grew. 

### More review invitations 
Getting [access to more review invitations](https://business.trustpilot.com/reviews/build-trusted-brand/3-reasons-why-you-really-need-to-get-more-reviews "3 reasons why you really need to get more reviews") was one of the main reasons they upgraded. And within less than a year of upgrading, they went from having around 200 reviews to almost 2,000. For new customers to the Food Circle brand, this means more genuine experiences they can read about to help reassure them that Food Circle Supermarket is a trustworthy brand to spend their money with. 

### Better ways to showcase their customer feedback 
Their new plan also came with better ways to use their reviews throughout their customer journey and highlight the online trust they were working so hard to build. They started by implementing a [live carousel of customer reviews](https://business.trustpilot.com/features/trustbox-widgets "Trustpilot widgets") right on their homepage, to build trust with any new visitors to their site. And with their industry becoming more and more competitive, any additional trust they could convey was a huge help in giving them a competitive edge. 

Food Circle Supermarket website

Food Circle Supermarket site

Since their reviews have been so overwhelmingly positive, they also want to point customers back to their Trustpilot page wherever possible. They started including their rating at the bottom of their emails with a link to direct people to their profile page and point them to all of their positive reviews. 

Food Circle Supermarket email footer

This way – regardless of the email’s call to action– anyone who is on the fence can take a look at the feedback from all of their happy customers and know they’re in good hands. 

With some help from Trustpilot’s [social media tools](https://business.trustpilot.com/features/social-media-tools "Social media tools"), it also became quick and easy to turn customer reviews into an eye-catching social post. 

Every brand knows that coming up with unique content for their social channels is extremely challenging. They’re aware that they need to post on a regular basis to keep up a social presence, even though the majority of branded content is something their audience [doesn’t actually want to see](https://business.trustpilot.com/guides-reports/browsers-to-buyers/the-complete-guide-to-reviews "The complete guide to reviews"). 

Food Circle Supermarket Instagram

Instead of wasting time trying to reinvent the wheel and post the same repetitive posts about their brand, they’ve unlocked a steady stream of visual content — that their customers are truly interested in — and that helps drive sales.

### Integrations to make their teams’ lives easier
For any business, systems that don’t integrate together can create massive headaches for your teams. Food Circle Supermarket uses Shopify, so it was really important that they find a review platform that had an [integration with them](https://business.trustpilot.com/partners/shopify-plus "Shopify + Trustpilot").

As a result, they’re able to add review carousels and widgets to their site in seconds, so there’s no hassle to make changes or adjustments. It’s quick and easy.

### A competitive edge and a meaningful way to interact with their customers 
Although they’re a unique business in a relatively new market, their industry is getting competitive very quickly. Their reviews give them a competitive edge because they have such great feedback from their customers and they’re sharing it wherever they can. 

It also gives their customers a meaningful way to interact with their brand. [When there’s negative feedback](https://business.trustpilot.com/webinars-videos/learn-from-customers/reviews-happen-a-strategy-of-when-and-how-to-respond "Bad reviews happen: a strategy of when and how to respond"), they’re able to take that, resolve it with the customer, and make changes to avoid future customers having the same issues. And for their happy customers, it’s a great way to foster [engaging conversations with the people who matter most](https://business.trustpilot.com/reviews/build-trusted-brand/why-engaging-in-consumer-conversations-can-help-you-build-a-trusted-brand "Why engaging in consumer conversations can help") so they feel heard. 

### Food Circle’s tips for getting success out of your reviews
Along the way there are a few things that Food Circle Supermarket has learned about how to make the most out of your customer reviews. It’s important to leverage your reviews across as many different marketing channels as possible. Because using the voice of your customers can be so much more effective than your own generic ad copy and messaging, it’s important to maximize results from your reviews by replacing your own voice with the voice of your customer.

The other secret to success with reviews is making the most of the onboarding team and asking as many questions as possible. Because there are a variety of uses and benefits to customer reviews, what works for one company may not work for another.

Paul Simpson, Commercial Director at Food Circle Supermarket

Commercial Director at Food Circle Supermarket

## Getting started with customer reviews
Are you wanting to get started but new to customer reviews? [Create a free account](https://business.trustpilot.com/signup?cta=free-signup_plans "Create your free account") and start collecting reviews today. 

And if you’re already using our free platform and are eager to see similar results to Food Circle Supermarket, consider an [upgrade to our standard plan](https://business.trustpilot.com/request-demo?cta=request-demo_plans_standard "Request a demo"). 

Why upgrading to more invitations and better features was well worth the investment for Food Circle Supermarket

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