Marketing Automation lifted score on Trustpilot
12 March 2021
Challenges with less positive or outright negative reviews on Trustpilot are familiar to most companies – even if customer analytics show a different and more positive picture of customer satisfaction.
At Danløn, which is part of Lessor Group, a simple and well-executed campaign – using the Agillic marketing automation platform – has multiplied the number of reviews on Trustpilot and at the same time raised the score significantly.
The experience at Danløn's customer support was that the current score did not reflect the real customer satisfaction. Danløn therefore set a goal of creating a greater match between the positive customer feedback they receive in their customer service and the company's score on Trustpilot. The requirement was that the reports should be real and not have a positive or negative impact.
With the help of NexusOne, a flow was set up in Danløn's marketing automation platform, Agillic, so that all recipients of Danløn's newsletter, during a week in January 2021, received an invitation to review their payroll system on Trustpilot.
At the same time, Danløn set a goal so that all reviewers received a response from Danløn within a day. Good reviews were thanked and the less good ones were followed up.
The result was a boost in Danløn's TrustPilot score from 3.6 to 4.6 and thus a significantly better positioning.
The side benefit is a positive contribution to Danløn's SEM activities, and with an automated onboarding flow and follow-up invitations, all users of Danløn now receive an ongoing reminder and invitation to give feedback to Danløn – and on TrustPilot.
The setup in Agillic was supported by NexusOne, but otherwise handled by Danløn's digital marketing team.
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