Improving Our Client’s Ratings: from 2 to 4.7 ​​stars in a Month

Case study Best practices

The challenge

When our client approached us, their online reputation was seriously struggling. Across platforms like Trustpilot, Google, and Facebook, they had scattered negative reviews. Internally, however, their feedback system showed consistently positive responses. The issue? Satisfied customers weren’t sharing their experiences publicly, only the unhappy ones were.

To fix this, we made a simple but effective change. We enhanced their internal customer feedback survey with an extra step: when a user left positive feedback, we encouraged them to leave a public review. Using smart logic, we tailored review requests based on the user’s email domain. For instance, @gmail.com users were directed to Google Reviews, while others were guided to Trustpilot. This ensured a seamless, personalized approach, boosting visibility and ratings across multiple platforms.

The results

The results were impressive:

  • 50 – 100 new reviews per month

  • Consistently high ratings (4 – 5 stars)

  • Once asked, happy customers were willing to share

After running this system for several months, the client’s average rating surged from 2 stars to 4.7, significantly improving credibility and attracting more visitors. Sometimes, the simplest solutions drive the biggest results.