Reputation

Reputation

My analytical approach helped us triple the number of public reviews and increase our Trustpilot score from 3.7 to 4.2 in just two months through targeted engagement and personalized communication strategies.

The ASK:

Internal survey data shows that 90% of the clients customers are really happy with their experience, but only a few leave public reviews. This means Trustpilot and other public review forums aren’t necessarily an accurate representation of customer satisfaction. Efforts must be made to “catch up” and implement long term review acquisition strategies.

reputation relaunch

Leaving a review only takes a few minutes, but few are inclined to do it without incentive. In order to bring the Trustpilot score up to our goal of 4.1, we would need 200+ positive reviews.

The Challenge:

The strategy:

  • Targeted emails to power users

  • Claim Your Adventure campaign

  • Customer care request to review

  • Automated requests to review on landing page

  • Hand wrote 500+ personalized postcards

  • reddit response strategy

  • ProductHunt relaunch

Results

  • Trustpilot score increased from 3.7 to 4.2 in two months

  • Attained 500+ new reviews through targeted communications

  • Implemented long term review acquisition through customer care macros, internal competitions and automated email sequences.

  • Re-launched product on ProductHunt

  • Established reddit thread in Slack to monitor and respond to reddit comments