There are two huge reasons why you should care about your Trust Pilot score:
- Google uses Trust Pilot a lot for to work out its own star ratings, which then appear in search results and business listings.
- Trust Pilot appears near the top for pretty much any “[business name] review” search
They can either be a god send…
Or a nightmare…
Whether you like it or not, this score is influencing people’s decision to buy from you.
Good customer service and strong products are always the best way to get a high score on any review website, but I personally wouldn’t rely on that alone.
You can’t con people in to thinking you are great when you are not, but you don’t have to sit and wait for positive reviews to come in either.
Follow this simple two-step process to dramatically increase your positive scores. I’ve used it many times and it works.
Step one: Add a link to your order confirmation email
That moment immediately after someone has bought from you is a golden opportunity to get a positive review.
The majority will be happy with their purchase, and a portion will be ready to share that.
Add a paragraph to your order confirmation/welcome email (or even create a dedicated email) and link directly to your brand’s review URL on Trust Pilot. Here is some copy you can use…
Step two: Ask for a review from happy customers
If you give your customers the ability to rate a customer service or you use trackable NPS (i.e. you know who gave you a 10 or 9), you have a pot of customers you know are super-happy.
After every positive rating/feedback score, send an email asking them to review you on Trust Pilot.
This isn’t rocket science, and I’m not claiming to have reinvented the wheel, but so few businesses take a proactive approach to getting those 5 star reviews.
I can only recall a couple of occasions when I’ve personally received an email like this after buying online.
If you apply those two ideas to your customer comms I’m confident you will see an increase in 5 star reviews on Trust Pilot.