Follow this simple two-step process to dramatically increase your positive scores. I’ve used it many times and it works.
I have personally worked for a couple of brands that had terrible scores on Trust Pilot that used this technique, and are now among the best scored in their industries.
It isn’t difficult to implement and won’t cost you any money to do.
Why care about your Trust Pilot score?
If you care about you selling products online, then you need to care about your Trust Pilot score.
Trust Pilot appears near the top for pretty much any “[business name] review” search.
Brand searches sit in the “purchase consideration” stage of the buying process. They are close to buying from you, and they are specifically researching your business to reassure themselves before they commit (read more about perceived risk and preventing buyer’s remorse).
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.
Step one: Add a link to your order confirmation email
That moment immediately after someone has bought from you or signed up to your service is a golden opportunity to get a positive review.
The majority of your customers 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 interaction or you use trackable NPS (i.e. you know who gave you a 10 or 9), you have a pot of super-happy customers to contact.
After a positive rating/feedback score, send an email asking them to review you on Trust Pilot.
This isn’t rocket science, 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 a huge increase in 5 star reviews on Trust Pilot.