6 recommendations for using customer reviews to strengthen your business

Trustpilot was founded in 2007 with a vision to create an independent currency of trust. They are a digital platform that brings businesses and consumers together to foster trust and inspire collaboration. Free to use, open to everybody, and built on transparency, Trustpilot hosts reviews to help consumers shop with confidence, and deliver rich insights to help businesses improve the experiences they offer. The more consumers use the platform and share their own opinions, the richer the insights they offer businesses, and the more opportunities they have to earn the trust of consumers from all around the world.

At Gelato, we actively use Trustpilot to gauge our customers’ satisfaction and to improve our service. The score and the comments are a true testament to the service we provide, and we use each review as a way to learn and improve. As a platform, connecting our customers to our more than 100 partners globally distributed in 33 countries, customer reviews are important measurements of the quality of our partners, whether it is production partners, logistic partners, or any other suppliers.

Utilize feedback for learnings

Examples of learnings can be found from positive and negative reviews and asking the following questions: When was this produced? Where was this produced? How was this packaged? How was it shipped? and When was it delivered? This allows us to empathize better and understand the experience of our customers. What worked well? What can be improved? What do we need to change in order for this to be better? Where do we double down because it is already working great?

Nobody knows our product and services better than our customers. We are dependent on them to learn. Elon Musk agrees: “I think it's very important to have a feedback loop, where you're constantly thinking about what you've done and how you could be doing it better."