The 10k Milestone
By Jordan ColemanDec 2nd 2020
We've just hit another milestone: Not your classic milestone, but an incredibly important one nonetheless - our 10,000th Trustpilot review!
As an ever-growing, ever-evolving company, we rely heavily on feedback so that we can shape our service around those that matter most - our customers.
Trustpilot is one of many avenues by which we collect insights directly from our customers. Every time a customer contacts our Customer Operations (COps) team, we ask for a Thermometer rating (as well as any additional comments) on the service they received. We also collect ratings and comments through both Mobile App stores and Google, and regularly send out surveys.
But it’s not only the COps team who work closely with our customers. Pre-Covid, our Marketing team would meet with our customers to gain a much deeper understanding of personal experiences and how we can better serve their individual needs. Our Product and Design teams also make full use of customers insights as we develop our technology.
This information is invaluable as we try to remove pain-points from our service and hone-in on what makes our customers happy, including building new features to make the experience even better. We even get help from outside the company to help with product testing!
Every bit of feedback we receive is read by our team and regularly shared with the wider company. Of course, we love hearing from happy customers, but we know not to get complacent. Our ‘Account for Yourself’ company value refers to ‘Never settling for “good enough”’. All feedback, whether positive, negative, or indifferent, is an opportunity for us to learn and build forwards.
As 2021 nears, we’re working on building-out more feedback streams to help with the quality and quantity of data available to us. What better way to drive change than by listening and learning from customers?