zhou nutrition supplements reviews

trustbox widget zhou nutrition

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Simply: because a third-party site is trusted. 

There’s a lot of talk online about review manipulation or reviews which aim to boost or criticise companies unfairly. As Jeremy puts it, a third-party provider is invaluable.

“We use Trustpilot to gather third party, customer verified reviews. And we take our reviews seriously,” says Jeremy. 

“We've improved products and processes based on customer feedback. We see every review that comes from Trustpilot and consider every bit of feedback, good or bad.”

By gaining an open picture of how they are performing, Zhou Nutrition are able to make improvements where needed, and market their business effectively too.

“We leverage the Trustpilot marketing assets,” says Jeremy. “It helps to communicate trust by sharing testimonials of real Zhou customers, whether we put these assets into anything from videos to social media ads.” 

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zhou nutrition reviews ad 2

Zhou Nutrition

## Becoming greater every day

The openness with their online reviews isn’t a one-way street, though. Zhou Nutrition turn to their customer reviews for product ideas and advice too.

“Our customers love our products and often mention in reviews other products they would love to see us make. Research and Development relies on Trustpilot for updates to current and future products,” says Jeremy.
But the customer satisfaction focus doesn’t end with only giving customers the products they want. It extends to tailoring their marketing and keeping customers happy even after their purchase.

“Our marketing team uses Trustpilot to establish trust and communicate expectations with our customers,” says Jeremy.

“And most importantly, our "Happiness Team" uses Trustpilot to ensure each of our customers is 100% happy with their Zhou experience. Trustpilot motivates all of us to become a little greater every day.”

## Targeting the happiest customers

Happy customers are loyal customers. So why not reward loyalty with offers? It’s the surest way to see happiness breed happiness. 

And that ultimately means you’ll have customer advocates out there, marketing your business for you with their positivity. It’s a cycle that Jeremy notices.

“At Zhou, our customers are the lifeblood of our business. We rely on their feedback both for product development but also to help us offer the best possible customer experience,” says Jeremy.

“Through our Trustpilot reviews, we like to identify VIP customers and super fans. We'll reach out to them with really special offers and even free product from time to time. 

“On the opposite end, we also identify pain points with the experience, like shipping, too frequent of interactions, and customers who are just plain unhappy with the product. We stand by our product and Trustpilot gives us the channel to identify unhappy customers and let them keep the product, and receive a full refund.”

## The main advantage of Trustpilot?

You can’t just ask people to trust you. Trust is earned, not owed. And Trustpilot helps Zhou Nutrition appeal to their customers without bragging or making false claims about their trustworthiness. Their customers give confidence to their customers.

“It's hard to really instill trust when it's your brand saying ‘trust us, we’re legit’,” says Jeremy.

“The thing is: If you have a good product and brand, Trustpilot will help you communicate trust effectively and tactfully.”

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


Zhou Nutrition reveals how Trustpilot reviews power their business forward

Birchwood

auto birchwood case study

How Birchwood uses Trustpilot reviews

planet of the vapes Trustpilot story

Patrick is the CEO and founder of [Planet of the Vapes](https://www.planetofthevapes.com/), and you could say he’s pretty experienced when it comes to eCommerce: he’s been selling online since the age of 17. He started his first store in the days of Yahoo! Auctions (remember that?) and, as an online entrepreneur for more than half his life, he’s used a lot of eCommerce solutions. Now though, planetofthevapes.com relies on Shopify Plus as their platform of choice. 

Example of Trustpilot social proof by the Vaporizer store

POTV banner

We talked with Patrick to learn how Trustpilot, Shopify Plus, and the two solutions together have helped his online business stand out among online Vaporizer shops.

“Trustpilot is a critical element of our eCommerce strategy. Trust and social proof are necessary to communicate to customers, get them over the buying line, and keep them coming back and Trustpilot gives us the tools to collect reviews, display them, and gain insights to improve our policies and procedures to better serve our customers.”

## Why Trustpilot and Shopify Plus?

When Patrick’s team started exploring review solutions in 2015, they were looking for two things: a solution Google trusted and a platform that key competitors were also using: “We wanted to be on the same platform as our competitors to show users that we are more trusted and deliver a better buying experience than they do.”

Shopify Plus was the obvious solution for their high volume, high transaction online store: “It’s a great platform that gives you the tools you need to run an enterprise eCommerce business. It’s fast, light and flexible.”

With Trustpilot, Planet of the Vapes can gather reviews, use them to find insights into how they can improve business, and feature the reviews using widgets on key pages to communicate that they’re a trusted retailer that real customers love. Trustpilot’s integration with Shopify Plus makes this a breeze. Shopify Plus can automatically send review invitations and reminders whenever a customer places a new order. As Patrick says, “It makes getting reviews easy and we get actionable insights from the reviews and reports.”



So easy, that they’ve already got more than 4,300 reviews and counting. 

And what do they do with all those reviews? Show them off of course.

“We use Trustpilot widgets on key pages to communicate that we are a trusted retailer that real customers love.”

Screenshot of the website of Planet of the Vaps

potv shot

## The Results Are In

This customer-focused strategy has been working for Planet of the Vapes. 

They’ve achieved 112% growth in 2017 and 62% YTD growth in 2018, and will soon be crossing into 8 figures in revenue. 

Trustpilot has played an important part since the company is “focused on continuously improving the customer journey and Trustpilot gives us the insights into how we’re performing and insights into areas that can be improved.” 

To that end, both the Marketing and Customer Success teams rely on Trustpilot to understand the customer journey:
“For Customer Success, our TrustScore is a critical KPI and how we measure the team’s performance. Reviews provide insights into what customers are responding to and areas of the business or our communications that need to be improved.
Holistically, we’re all looking at the user journey and that applies to marketing as well.  Our marketing team is in communication with Customer Success to understand what we’re doing right and what we need to improve on.”

Trustpilot’s onsite widgets help to close the gap in communication so that visitors who are almost over the line feel comfortable hitting Order. They customized this widget to do just that: 


potv excellent

If you’d like to know how you can achieve similar results with online reviews, please request a demo below.

How Planet of the Vapes uses customer reviews in their eCommerce strategy

__Trustpilot: How long have you been using us for?__

__John Barkle:__ We have been using Trustpilot for almost a year. We conducted a thorough research process to select the right partner for our reviews gathering process. We were looking for a system which was mature and stable enough to handle our large requests through API, and flexible enough to accommodate our custom-built CRM’s demands.
 
__TP: How do you use the Trustpilot platform? __

__JB:__  We use the slider widget on most of our category pages. A very UX balanced widget - it fits well with in any type of page. 
 
We also take a critical approach to our reputation management. It is common for marketplaces to get both positive and negative feedback in form of service reviews. We make sure we cater and reply to all feedback we receive. For this we use the service reviews section, which makes it very easy for our customer support team to respond back to customer’s concern through Trustpilot.


mydeal reviews

Product reviews and ratings are an integral part of our marketing strategy. We now have a product/seller rating prerequisite for all products/sellers to be eligible of any type of promotion. For the first time in the platform’s history, products within their respective categories are no longer ranked purely by popularity (i.e. sales volume). A weighted algorithm now exists to promote products with high ratings and good sales volume to the top. 
 
__TP: Are there multiple departments or teams using Trustpilot?__

__JB:__ Trustpilot reviews are regularly monitored by our customer service team for any concerns reported by our customers. Our marketing and inventory teams also regularly monitor these reviews to siphon out poor quality and promote high quality. 
The management team also takes a keen interest in these reviews as they provide unfiltered anecdotal information about how the MyDeal brand and its product offering is being perceived by its customers.
Our reviews primarily come from the customer’s experience with a seller on the marketplace. We have rewarded sellers with outstanding review history by giving top spots in our various marketing channels – providing more exposure and sales volume for them. We hope this creates a culture in our seller community to provide the best to our customers with the incentive of being rewarded with enhanced marketing opportunities.

__TP: How do you use your reviews on your website and in your marketing?__

mydeal trustboxes

__JB:__ We take a multi-layered approach to the application of Trustpilot reviews.
 
The paramount function of product reviews is to help our customers select the right product. Being a marketplace, we are agnostic when it comes to the products that sellers list on our platform and therefore reviews help us to identify and take down substandard products and sellers. Conversely, the reviews also help us identify products to put in lights and showcase as the very best MyDeal has to offer.
 
From an operational point of view, product reviews give all departments and indeed our seller network a deeper insight into the customer experience including customer service, order fulfilment, delivery and product experience.
 
Trustpilot reviews serve an important marketing purpose for MyDeal. We strongly encourage our customers to leave product reviews as part of a comprehensive remarketing campaign designed to deliver repeat purchases.
 
Additionally, unique user-generated content (UGC) produced through customer reviews has provided an uplift in traffic generated through long-tail keywords. Our organic sessions have doubled in the last 6 months on the product pages where we are publishing these reviews. 
 
Finally, Trustpilot is a trusted Google Partner for reviews. This means that on our Google Shopping Campaigns, the very important star ratings feature on our product listings providing better click through rate and increased sales volume. 

We are currently in the process of enhancing our use of UGC by introducing it to category pages.
 
There was a challenge though: keeping the content unique, fresh and relevant. Having hundreds of thousand pages to promote, it was complicated. 
 
However, we devised a strategy to overcome this challenge. Trustpilot API’s additional tags really came in handy for this. We tagged each deal with its most relevant category and then published reviews as content onto the respective category page.

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

__JB:__ User-generated content and aggregated ratings (Gold Stars on Google SERPs) have provided a boost to our organic sessions direct to deal pages. On Google Shopping, we have seen click through rate improve significantly on products attracting good reviews and displaying the star ratings on the Google SERPs.




mydeal google shopping

From a branding perspective, trust is a fundamental feature to a marketplace’s value proposition. These reviews have gone a long way to achieving that objective and now underpin the overall brand strategy.

We love the way Trustpilot’s navigation is setup: the entire UX speaks for itself, and onboarding a new user on our account is very easy. With Trustpilot’s intuitive layout we don’t have to provide any training at all.
 
As MyDeal’s needs and infrastructure is both unique and bespoke, Trustpilot were pure gold in their support of our internal development team. Their years of experience were brought to the forefront and made what could have been a very tricky integration process a lot less painful than it could have been.


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

__JB:__ The Australian eCommerce space is as crowded as it is competitive. It is also one of the most challenging verticals to inspire customer loyalty. MyDeal believes that by offering complete transparency in its product offering, it can differentiate itself as a marketplace of trust. Trustpilot reviews go a long way to achieving this objective and to improving customer retention.

__TP: Thank you for your time! It was great to learn more about your business.__
 
To learn more about MyDeal.com.au, [head to their website](https://www.mydeal.com.au/). If you’d like to find out more about Trustpilot reviews, request a demo below.


Mydeal ecommerce platform and trustpilot reviews

MyDeal tell us how they use Trustpilot reviews

__Trustpilot: Why was trust important to you before coming to Trustpilot?__

__Gemma Starley:__ When you’re working with people’s financial and personal details, trust is absolutely essential. That means we need to demonstrate our expertise and integrity at all times. Your tax situation can have an enormous impact on your life and family – and, sadly, there are some scams and other dangers to watch out for. Dealing with HMRC is often complicated, and working with companies without the proper expertise and knowledge can be just as damaging as falling for a fraudster.
People come to RIFT because we’re up-front about everything right from the start. We’ve got no hidden fees or hourly rates, and we never try to cram a one-size-fits-all solution down their throats. 
Everyone’s situation is unique, and tax matters can be stressful – or even dangerous if you don’t know HMRC’s rules and expectations. We work hard to keep everything as simple, efficient and fast as possible. 


__TP: How do you use the Trustpilot platform?__

__GS:__ It’s so helpful to get the customer’s personal perspective and experience. 
Reviews help us to build on what we’re doing best and raise the bar for our service as a whole. We can pinpoint specific needs that we can address, and clarify anything our customers are unsure about. Where there’s an opportunity to improve, Trustpilot reviews both pinpoint it for us and help us gauge how well we’re responding. We meet regularly to discuss and learn from reviews – and they’re actually great motivation for us. Crucially, they let us plan more effectively. 
If we see people unsure about how certain HMRC processes work, for instance, we can throw a spotlight on those issues in our newsletters, emails and so on.

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

__GS:__ Yes, definitely. 
In fact, the kind of information and insight we can draw from reviews is useful throughout the whole company. Our field representatives find it invaluable to have a finger on the pulse of people’s key concerns, for example. Meanwhile, our customer service teams and Personal Tax Specialists can see where their focus needs to be and what problems need to be tackled. Of course, all of this is happening on an ongoing basis. We’re learning all the time, so we’re constantly improving.

__TP: How do you use your reviews on your website and in your marketing?__

__GS:__ Obviously, it’s a strong statement to show that you’re proud of your Trustpilot score. It’s about so much more than just blowing our own horn, though. 
We encourage people to review us, naturally, because word-of-mouth is such a powerful thing. Our Refer a Friend scheme is enormously popular for exactly this reason. In fact, personal accounts from happy customers are how most people hear of us - and know they can trust us. When someone’s hunting around for a specialist service like RIFT’s, what others are saying about us is far more important than what we’re saying about ourselves.
On a more technical level, the ability to draw our rating into things like Google search results, emails, websites and so on is a fantastic way to show what we can do and why we’re the best at it.
Below, is an example of how we share our customer’s voice on our website:


Rift refunds Trustpilot reviews

__TP: Do you share your reviews socially?__

__GS:__ Yes, we’re very proud of what customers have to say about us and sharing that on social media really encourages new customers to find out more about us. 

That’s why we’ve decided to share our reviews on Trustpilot’s extension on Facebook (below).


Rift refunds facebook review extension

We also like to share some of our reviews on our social channels. We believe it’s important to show our followers what kind of experience and service they can expect with us.

Rift refunds image generator Facebook

Rift refunds image generator Twitter

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

__GS:__ We used to have two separate mechanisms for gathering feedback after a customer’s refund had come through.
Initially, we’d send an invitation to submit an online review at reviews.co.uk to get the broad strokes of people’s experience. Later, we’d send a customer experience survey so we could really get under the surface of what they felt about the process, and how we could continue to improve it.
With two separate systems like this, the response rate for the survey was lower than we’d have liked. It was putting customers to greater effort than was strictly necessary and in some respects asking them to do the same thing twice. With Trustpilot, we can amalgamate the two surveys. After a customer has left us a review, they’re redirected to our customer service survey, with very little drop-out. What’s more, we’re finding that people are much more forthcoming in their Trustpilot reviews, so it’s had a positive impact on both counts.
What’s particularly great about Trustpilot is the recognition factor it carries. People know and respect what those star ratings mean. In terms of what we can do with the information, the analytics in the dashboard and the ability to tag and filter reviews are immensely useful. We can quickly and clearly see any issues that we can address under our Customer Charter, and whether they’re general or industry-specific concerns. The reviews themselves deepen our understanding of our NPS scores and customer service ratings, and help guide our User Experience and customer research and development.

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

__GS:__ The financial crisis put a dent in people’s trust of financial institutions in general. On top of that, rare but spectacular data security breaches in the sector make everyone wary of where and how they share their information. The key challenge for everyone in the tax sector is to rebuild that trust. You have to work hard to earn it, and you have to keep on earning it with everything you do.
Trust, of course, goes far beyond simply proving you’re not a scam artist. There’s a lot of confusion and misinformation around tax and HMRC rules – much of it coming from inexpert or non-specialist businesses. Trustpilot is a great tool for differentiating RIFT from other tax companies. There’s a balance to be struck between presenting essential information clearly and still demonstrating the depth of our expertise. Personal reviews meet that challenge well, by helping us prove that we really can keep both our customers and their money safe.


__TP: Thank you for your time! It was great to learn more about your business.__
 
To learn more about RIFT Refunds, [head to their website](https://www.riftrefunds.co.uk/). If you’d like to get your own Trustpilot reviews, sign up for a free account below.


rift refunds use trustpilot reviews

RIFT Refunds tell us how they leverage Trustpilot reviews

Rick & Mike 2

__TP: How long have you been using Trustpilot?__

__Michael Bell:__ I first learned about Trustpilot at a marketing conference in 2014. We’ve always maintained an extremely high level of customer service and, at the time, needed a better way to direct prospects to trustworthy reviews and testimonials from existing clients. 
 
__TP: Harvard Business Services offers many services… How do you use your reviews on your websites and in your marketing? __

__MB:__ We’ve used Trustpilot reviews on our website in several ways. We have a [Testimonials page](https://www.delawareinc.com/aboutus/testimonials/) that includes a large Trustpilot widget. We’ve also added smaller widgets to key landing pages and product pages to help instill trust with our site visitors. Some especially good reviews we transform into an image we can post to social media.
 
__TP: What are the biggest advantages the business has seen from using Trustpilot?__

__MB:__ In our line of business, our customer service is second to none, and Trustpilot really helps us – and our clients – put it in prospective. We have a 9.8/10 trust rating and, at the moment, we’re #11 in the entire “For Businesses” category, which includes over 900 companies. 
 
It’s important that our clients know they can trust us with efficiently filing their paperwork, being their Registered Agent, and keeping their information secure. Trustpilot makes it extremely easy for us to point clients and prospects to a single place where they can’t help but be impressed with the feedback we’re receiving.
 
__TP: How do you use the Trustpilot platform?__

__MB:__ When we receive outstanding reviews that we want to showcase, we take the text of the review, place it into an image, and [share that with our social networks](https://www.facebook.com/Delawareinc/photos/rpp.168695029811718/2031809820166887/). 
 
Our industry doesn’t lend itself to social media and community building the way others do, but we do see that our Trustpilot review posts tend to get more engagement than others. More than once, they’ve been our top performing posts in a given month.


Reviews play a huge validation role for us. That’s why either I or Rick, my father, takes a moment to reply to each and every review we receive to thank the client for their feedback and wish them luck with their business. In the very unlikely event that they’re not entirely satisfied, we use the reply as an opportunity to continue the conversation and make things right.
 
The Trustpilot platform has been extremely easy to use. I get all the functionality and information I need without getting bogged down and distracted by unnecessary details. I also really like the pre-made widgets and the many options available. We’re starting to experiment more with which widgets work best on which pages. 
 
__TP: Are there multiple departments or teams using Trustpilot?__

__MB:__ Every Trustpilot review we get is immediately sent out to all employees. The continual stream of 5-star reviews is inspiring and the occasional negative review is a serious wake-up call. The five-star reviews are definitely a morale booster. Our whole team is proud of the praise we get from our clients and it’s rewarding to know we’ve helped them take an important step in the entrepreneurial process. 
At the moment, marketing is the department most involved with using our Trustpilot reviews, but our sales team also uses them as needed. Most of our business is inbound, whether it’s a phone call, email, or via our “live chat” feature. 
Each of those connects directly to our sales team and often there are questions to be answered before someone is comfortable moving forward with their business formation. We love when those questions are something like, “Why should I use Harvard instead of [one of our competitors]?” Part of that answer is our outstanding lifetime customer service promise, easily backed up by our Trustpilot reviews.
 
__TP: What are your challenges going forward as a business? __

__MB:__ We’ve been growing and hitting new internal records every year for the past several years, but we also need to make sure we do that without sacrificing the customer service (and resulting reviews) that enables us to keep clients – new and returning – coming to us more and more every year. Our reviews are one way that we know we’re keeping that focus front and center.
The business landscape is always changing and so our industry can be somewhat cyclical and volatile. On top of that, we often have new competitors emerging that we need to be aware of, in addition to keeping up with the more established ones.
While we can’t control the economy, changes to corporate law, or what our competitors are doing, we can always control what we ourselves are doing. To that end, Trustpilot provides a level of objective stability. In a strong or weak market, and as competitors come and go, we have strong reviews that no one else can beat. 
Trustpilot makes it easy for us to make them visible and easy for our clients and prospects to trust us.
 
__TP: Thank you for your time! It was great to learn more about your business.__
 
To learn more about Harvard Business Services, [head to their website](https://www.delawareinc.com/). If you’d like to find out more about Trustpilot reviews, request a demo below. 


Quote Trustpilot

Harvard Business Services tell us how they use Trustpilot reviews

Image Trustpilot Case Studies - Daisy Group

Case Study - Daisy Group

__Trustpilot: Why was trust important to you before coming to Trustpilot?__

__Vanessa Nevins:__ As businesses are evermore reliant on technology, any incident, whether big or small, can have a major and often costly disruptive effect, causing customers to lose faith in their service providers.

In recent times, the media has reported on stories including data breaches, poor customer experience, and unreliable IT and telecoms services which has contributed to an overall feeling of mistrust within our industry.

A recent customer survey commissioned by Daisy showed an overwhelming number of small to medium-sized businesses now rely on word of mouth and online forums to help make decisions about technology. Daisy understands the power word of mouth can have and knows that seeking reviews and trusted opinions from peer groups are paramount. That’s why, before making important business decisions, key decision makers will consult colleagues, associates, and advice websites. 

Before using Trustpilot, we were proactively collecting reviews from our customers in a number of different ways. Our customers represent the Daisy brand and whatever they have to say is important to us as a business. When it comes down to it, there is no better advocate for your business than your customer.

__TP: Daisy Group offers many solutions and services to its customers… How does that affect your marketing?__

__VN:__ We want to ensure we are sending the right message about each of our products at every touch point. We would not want to under or overestimate the capability and sometimes, the complexity of some of the products we can supply. With new prospects we would especially want to avoid this as not to start the relationship off on the wrong foot. 

It is important to us that our reviews showcase what customers really think and feel about Daisy and its products and services. And again, there is no better ambassador for your brand than someone who is already using your products. 

__TP: How long have you been using Trustpilot?__

__VN:__ We have been using Trustpilot for around 12 months and over the past six months, our progress has really taken off - especially since we started to collect verified reviews from our customers through our CRM system.

In this industry, brand trust is very important. We understand that customer reviews are a fantastic way to showcase the feelings of our existing customers to current and future prospects. 

__TP: How do you use the Trustpilot platform?__

__VN:__ The Trustpilot platform allows us to listen and respond to customer experiences, we can also improve as a business from the insight we extract using the range of features available. We use almost all of the features available to us, from integrations to support our brand marketing and analytics which shows how Trustpilot is helping us to further reach our audience. 

The platform gives us a closeness to our customer, we see it as such valuable insight good or bad, so we can learn and continuously improve. The most frequented is the ‘Service Reviews’ tab. We use this to respond to all reviews, and we also tag each review depending on where we choose for it to be displayed on our website. 

The platform is really easy to use. It has also been helpful to take part in the available webinars so that we can understand each area of the portal. I also think it is good how new releases and product updates are shared with the Trustpilot community so we are kept in the loop at all times.

It is clear that no matter what we need, our account manager will always try their best to assist, even if it is something that they can’t help with – alternative suggestions are always made. I know I can always reach out at any time if needs be. 

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

__VN:__ We have worked with our development team to incorporate unique links into our internal system which will ensure, once published, that customer reviews are marked as a verified order. This enables us to use rich snippets and achieve Google Seller Ratings if we choose to use PPC in the future.

__What are review snippets?__

*Review snippets are the ratings and reviews that display directly on Search Engine Result Pages (SERPS), under the page’s URL. A result of schema markup, rich snippets help validate a company’s reputation and often lead to better search traffic. Below is an example of Daisy Group’s review snippets acquired with Trustpilot reviews.*


Daisy Group’s review snippets ranking #2 on Google

daisy group 3

__What about Google Seller Ratings? __

*Google Seller Ratings is a term to describe the average score your company received from online reviews that is displayed on search results. They can be found directly on Search Engine Result Pages (SERPS), under the page URL - Trustpilot*

The sales team has recently started collecting service reviews, and we have also incorporated a link which requests a product review – this may be asked for customers who are re-signing with us and have used the product before. Sales are able to use customer reviews to give us an advantage over our competitors. The score we hold on Trustpilot is a powerful tool.

The customer service teams have been using Trustpilot ever since we signed up. Our customer service is something we really pride ourselves on as a business and I think our current Trustpilot score is evidence of this. 

Our service teams are available to our customers 24/7/365, and the agents on the team are always willing to go above and beyond for our customers. When feedback is received for an agent, it is recognised by management, and shared with others in the service teams. This creates a real buzz with those who use Trustpilot and maybe even a little friendly competition. It’s great to see the morale boost through the teams when they receive great feedback.

The Service Improvement team reviews all the feedback left by our customers and responds to each of them, whether it’s positive or negative. 

We also like to thank our customers for their valuable input. If dissatisfaction is expressed within the review, then we encourage our customers to contact the Executive Resolutions team; an experienced team who are on hand to deal with any high level complaints and dissatisfaction. 

__TP: How do you use your reviews on your website and in your marketing?__ 

__VN:__ TrustBoxes [on-site widgets that showcase reviews - TP] are displayed across our website, on our homepage and on some of our main product pages. We tag certain reviews based on product so only product-specific reviews show up on product pages. 


daisy group 2

We encourage all employees to use the Trustpilot signature in their emails – especially customer-facing employees. We recently sent out an internal communication about this.

We have also built a number of new email templates - each one containing the Trustbox specifically designed for emails. We believe it is important to incorporate Trustpilot as part of our branding, especially as some of our key competitors are not using this platform to their advantage. 


__TP: How do you share your reviews socially?__

__VN:__ Trustpilot’s review image generator is great. And combined with online image editing software “Canva”, we’ve created specific templates for social media. We also have plans to use this for the future on specific web pages and within our emails.

We take pride in the high level of customer service we offer, and use these Canva templates to show off our customer service agents to highlight the great work the online community is doing. 


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

__VN:__ The biggest advantage is being able to use the dashboard to view the traffic being driven to our website through organic Google search, and how much this has increased over just a 12-month period. We can also now see the impressions the TrustBoxes on our website are achieving, and we all know that an impression is the first step to a conversion. 

Another advantage of using Trustpilot is to be given the opportunity to try and turn your unhappy customers around. We reach out to every customer that leaves a review and offer them an opportunity to contact us so that we can resolve any issues they might be experiencing. This also leads on to the insight the honest reviews give to you – suggestions to improve things internally are always taken on board. 

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

__VN:__ We would like to maximise the business opportunity within certain product areas – like mobile for example. We are working to collect product reviews through Trustpilot which naturally takes time to take off. 

Also, in the wake of GDPR, unless a prospect has displayed legitimate interest, we can’t reach them through direct marketing and so our marketing has had to undergo a significant shift to relying heavily on an inbound strategy rather than outbound activities. Trustpilot is a key area of our inbound strategy to help increase traffic to our site through organic search, which should encourage more conversions.

__Trustpilot: We’d like to thank you for your time! This was an insightful interview.__ 

To learn more about Daisy Group, head to their [website](https://daisygroup.com/) or [blog](https://daisygroup.com/resource-centre/). If you’d like to find out more about Trustpilot reviews, request a demo below.


Daisy Group tell us how they leverage Trustpilot reviews

Case Study Image - AGOS

The customer-centric approach is the main pillar of Agos vision. Through this approach, Agos is able to create a solid and long-lasting relationship, based on the ability to respond to customers’ needs and all the concerns they express. This model allows them to fully focus on personalised advices and the relationship between the customer and the bank, labeled as “Quality time”.

Trust is the backbone of every relationship between Agos and their customers and it is a distinctive element that allows the company to keep pace with the market, and in line with their new corporate strategy __- 100% Human, 100% Digital__. For Agos, being 100% digital means improving the customer experience around services, leveraging the potential of data, and being in tune with new consumer trends. Being 100% human means assuming a customer-centric perspective and promoting the culture of listening and responding in order to be closer to customers - always with an eye to transparency. Thus, Agos invites their customers to clearly express their opinion about the company - feedback that is then shared with a bigger audience.

Agos’ profile shows an outstanding TrustScore of 8.9, based on more than 26,000 reviews.

Agos Reviews

## Why did Agos team up with Trustpilot?

According to the [Edelman’s Trust Barometer](https://cms.edelman.com/sites/default/files/2018-01/2018%20Edelman%20Trust%20Barometer%20Global%20Report.pdf), trust in financial institutions is at its lowest level among all business sectors in 2018. In this climate of growing distrust, Agos is contributing to the discourse of a conscious involvement in the financial market, focusing on honesty and transparency and promoting a higher credit product awareness. In this context where trust plays a key role in the nature of the relationship between the customer and the financial institution, customer feedback can really make the difference.

> *“What’s a better ad than your satisfied customers?” - Guido Rindi*

Agos decided to embrace Trustpilot to give voice to their customers and to better understand and respond to their needs. Agos’ corporate goal is to create a solid and long lasting relationship with every customer based on trust, which is the distinctive element that defines how they market themselves. The willingness to ever improve their customers’ experience has led them to identify Trustpilot as a strategic partner, with the aim to enhance their customers’ knowledge and understanding.

The Trustpilot platform offers a way to shorten the distance between the financial service provider and the customer, decreasing distrust and enabling the company to attract new potential clients by showing the previous customers’ experience. Financial institutions need to build a strong reputation, by learning to compete offline as well as online. A firm that interacts with consumers online to learn more about their experiences like Agos is likely to gain their trust. By collaborating with Trustpilot, Agos can help users find the most convenient and suitable financial products for their needs. 

## Which Trustpilot features are most relevant for Agos?

Agos personalised their review invitation emails and implemented a TrustBox widget on each page of their website to boost visibility.


Agos widget

They also added Trustpilot reviews to their social media channels and focused especially on the pre-tagging feature. In short, Agos pre-tags review invitations before emails are sent to customers. This way, they can collect insights on the daily work of the single local branches (more than 230 in Italy), increase their processes’ efficiency and create a better customer experience. Last but not least, Agos is taking into consideration using Trustpilot marketing assets in their visuals and communication materials.

Agos displays reviews on social media using Trustpilot Facebook Page Tab

Screenshot of the Facebook profile page of Agos

Agos Facebook

## How Agos keeps track of its performance using the pre-tagging feature

With Trustpilot, it is possible to add relevant tags to reviews, categorising them and analysing the business performance from start to finish.

The pre-tagging feature allows Agos to automate the tagging process by specifying tags before an invitation is sent to customers. When invitations are pre-tagged, reviews are automatically tagged, and the company is able to segment and analyse them as they roll in. 
Using this Trustpilot feature, Agos is capable of automatically identifying reviews per strategic parameters, and get valuable business insights. This way, Agos can easily analyse and benchmark performance from review data and locate possible trends in reviews.


Agos can compare any combination of their tags with the Trustpilot Insights dashboard. 

Agos Casestudy

Negative reviews are always addressed in a rapid and systematic way. Because of pre-tagging, every time a 1-star review is published on Agos’ profile, an automated email is sent to the customer service representative or to the branch who managed the paperwork. They quickly get in touch with the reviewer to understand what went wrong and try to solve the problem. This process has had a huge impact in terms of efficiency and customer satisfaction.
The tagging feature allows Agos to implement targeted marketing strategies, such as displaying Targeted TrustBoxes on their website, which show reviews that are relevant for a specific audience. This means Agos customers can easily see reviews for the local branch they are interested in and that is certainly more relevant to them.

Agos’ strategy is based on customers and their needs. To embrace this approach, Trustpilot’s reviews are fundamental for Agos as they represent the starting point of an ever improving service. Thanks to the value of customer insights, Agos is able to fill the existing gap between consumers and financial service providers in such a challenging industry. 

If you’d like to get your own Trustpilot reviews, sign up for a free account below.

How customer insights and online reviews helped Agos meet customers’ needs 

ScS put a video together to celebrate this milestone:

ScS celebrates 100.000 reviews

Laura Whiting, Digital Content Manager, confessed that ScS uses Trustpilot to connect with its customers more. 
 
She added:
 
“We hear directly about their experience with us via the Trustpilot review platform. This enhances the conversation post-sale and gives us greater insights into particular areas of the customer journey.”
 
Since [ScS](https://www.scs.co.uk/) started using Trustpilot, the team has been able to figure out which parts of the buyer’s journey stand out, and which ones need more work. Analysing external feedback and turning it into customer insights has helped the business optimise and improve the whole customer journey.
 
In addition to using Trustpilot reviews to reward staff, ScS also leverages its TrustScore to increase conversions.
 
Laura explains:
 
“Our reviews subsequently help to qualify higher-funnel buyers - those in the research stage who are deciding where to buy. Seeing our average 9.2 score and our excellent rating helps that audience trust us more, and subsequently helps us to convert those researchers into customers
 
“Using Trustpilot has also helped us to enhance our brand reputation; our customers can see the volume of positive reviews and hear first hand about other customers’ great experiences”

Keep up the good work ScS!

At Trustpilot, we help people shape and improve the world by letting them share their experiences on our platform. Our user-friendly platforms puts you in charge of your customers’ feedback, and lets you amplify online reviews as a great marketing tool. 

If you too want to start showcasing your company's reputation online, click the link below to create a free Trustpilot account.

scs celebrates 100,000 reviews

ScS celebrates 100,000 reviews on Trustpilot with a great video!

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

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.

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"). 

Hermes logo

Hermes case study Trustpilot

In this case study, we speak to Gemma Dunning, Head of Customer Experience at Hermes, to better understand why the business chose Trustpilot to build consumer trust, and how the team leverage online reviews as part of their marketing strategy.

Hermes provides a range of flexible and affordable delivery options and has a mission to be the UK’s carrier of choice.

Within the UK, Hermes operates a network of over 15,000 couriers and over 4,500 ParcelShops. This multi-channel approach offers a convenient and hassle-free delivery experience and ensures that  more than 95 per cent of their parcels are delivered the first time around.

Hermes also works with a wide range of leading retailers.  With over [1.3 million reviews](https://uk.trustpilot.com/review/www.myhermes.co.uk), a fantastic 4.3/5 TrustScore, and over 83% of reviews rated ‘Excellent’ or ‘Great’, it’s safe to say that Hermes take its customers’ satisfaction very seriously.

In this case study, we speak to Gemma Dunning, Head of Customer Experience at Hermes, to better understand why the business chose Trustpilot to build consumer trust, and how the team leverage online reviews as part of their marketing strategy.

## Why Hermes joined Trustpilot

“We chose Trustpilot as a review partner back in 2014. We wanted to grow our brand reputation and enhance our review strategy to hear more from customers, and get a better understanding of the service we’re providing. It also gives us the opportunity to show our potential customers the quality service our brand provides alongside third-party validation,” says Gemma.

“As we change and modify our review strategy, Trustpilot has been there to support our goals and momentum towards being proactive with our customers and showing more of our customers’ voice across our channels to let them tell our story.”

## How Hermes uses customer feedback to improve and innovate

This year has been quite a milestone year for Hermes. It reported a record-breaking year in parcel delivery, heightened due to the COVID-19 pandemic, as their key workers continued to deliver to homes across the country. They also exceeded volumes that they’d only previously seen during the peak Christmas season, and executed their five-year growth plan in just five
months, whilst continuing to learn from every single review they received in that period of time.

Since  joining Trustpilot in 2014, Hermes has collected a whopping 1.2 million reviews. Hermes implemented a wider scoping proactive strategy for Trustpilot in 2018, which contributed to the rise in reviews. 

To better understand their audience’s needs and wants, Hermes produces a weekly summarised report of their customers’ feedback, which is shared across the business – including its department leaders and members of its Customer Experience committee.

“Our Trustpilot ratings and reviews are an important metric of our customer service for the board and heads of departments, and it’s a great indication for our business and helps employees understand the bigger picture around customer satisfaction across the industry. A lot of our departments leverage the customer insights we collect. Everyone in the business is interested in
the performance of our reviews. The insights are always utilised in a way that provides guidance and direction for our department leaders,” says Gemma.

Hermes uses [Trustpilot’s Review Insights tool](https://uk.business.trustpilot.com/reviews/learn-from-customers/introducing-trustpilots-new-machine-learning-tool-review-insights) to extract trends and positive and negative sentiments from their reviews. This also helps them get an overview of their response rate, performance, and TrustScore.

Gemma explains: 

“Every week, we focus on a different key topic and highlight our customers’ stories and experiences around this. This lets us dive deeper into specific areas to understand what’s working well and what we need to improve. It provides us with actionable insights so we can start investigating areas we need to focus on.”

Using the Review Insights tool, Hermes can identify patterns which allow the team to delve deeper into the experiences raised by  customers. Based on previous feedback, Hermes has now placed a number of resolutions across the customer journey, including making updates to the contact page.  The team are continuously working to improve  service and go the extra mile for
their customers. Since implementing these changes, Hermes has observed an improvement in customer sentiment.

Other Hermes teams also like to use customer feedback to assist in their projects:

“Our tech team has also benefited greatly from the customer feedback we’ve received regarding our Hermes App. As we’re able to pull out specific insights regarding the app, we’ve identified new aspects of the UX we haven’t uncovered before, and it gives us a great understanding of
what our customers are thinking and feeling. Our app recently won an 'App of the Year' award, and for the submission of that award we used
our Trustpilot reviews to show how appreciated and useful the app is to our users.”

## How Hermes showcases customer feedback

Hermes is proud to showcase its Trustpilot rating and reviews across their marketing channels, including all of its social media platforms, digital ad campaigns, and client-facing materials.

Hermes Trustpilot reviews example

The business actually found that ad campaigns which included Trustpilot content resulted in lower average CPCs and brought their average CPA down significantly.

Hermes also uses Trustpilot’s Image Generator tool to create organic posts on social media and showcase some customer reviews.

Hermes Trustpilot Image Generator

Hermes Trustpilot Image Generator 2

But that’s not all. Hermes is also developing its strategy to incorporate Trustpilot ratings and reviews across other marketing channels, such as TV, in order to share the message more broadly.

Hermes also likes to celebrate special Trustpilot achievements, like its 1 million review milestone, or improvements in TrustScore, by sharing them on social media.


Hermes social media Trustpilot

## The final word…

“We aim to be an open, transparent and a responsible business seeking feedback across the customer journey, including via invitations to all our customers, as we’re keen to promote our partnership with Trustpilot as a trusted, well-respected platform,” explains Gemma.

“With the use of TrustBoxes across our website pages, we showcase that we’re a leader in consumer parcel delivery. We know that the “Excellent” badge is a great thing to be able to share, to not only earn the trust of our customers, but also to encourage customers to continue sharing their honest opinions because we take that very seriously.

Showcasing our reviews across our customer journey is also a way for us to direct customers and potential customers to our Trustpilot business profile page, so they can read all of our reviews, and use it as the official channel to share their own thoughts.”

If you’re interested in collecting actionable consumer insights, and building trust at every stage of the customer journey, just like Hermes has, why not request a free Trustpilot demo? It’s quick and easy, just click the link below.

How Hermes found success using Trustpilot’s Review Insights tool

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### Brand integrity: the new frontier for marketing

[Get the report here](/guides-reports/build-trusted-brand/brand-integrity-the-new-frontier-for-marketing?cta=banner)

Discover how Trustpilot customers use our review platform to enhance their reputation and business. From increasing conversions to improving their whole customer experience and more.

Customer Stories

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