Powerful Insight From Trustpilot Reviews

Working With Agencies To Draw Powerful Insight From Trustpilot Reviews

We’ve just completed another successful Trustpilot project with an Agency partner. In this case, we uploaded over 3,000 historic reviews into the DigiDesk platform so we could perform a ‘deep dive’ into their customer comments.

The end client had three main objectives from this work:

1. Key Topics

They wanted to understand which key topics that were being raised by customers through Trustpilot. We were able to create a range of keyword tables, using BOOLEAN syntax, to highlight numerous keywords & phrases for a specific set of topics.

Once the key topics were identified, we could report on the volume of reviews that included these keywords, compare the review scores being driven by each topic, and analyse the overall sentiment of customer comments for each of the topics.

Trustpilot multilingual analysis, from DigiDesk

1. Key Topics

They wanted to understand which key topics that were being raised by customers through Trustpilot. We were able to create a range of keyword tables, using BOOLEAN syntax, to highlight numerous keywords & phrases for a specific set of topics.

Once the key topics were identified, we could report on the volume of reviews that included these keywords, compare the review scores being driven by each topic, and analyse the overall sentiment of customer comments for each of the topics.

Trustpilot multilingual analysis, from DigiDesk

2. Impact Analysis

The 3,000+ reviews spanned a 2 year period. The client was aware of a number of issues that had occurred during this period and wanted to understand the impact of each issue on both review score and the sentiment score during the situation.

Once again, we were able to filter to a subset of data around the timing of each specific issue and look for related keywords. From that subset of data, it was easy to analyse the impact on reviews scores and sentiment score (both positive and negative!).

3. Agent Name Checks

The client was very keen to understand how often an agent’s name was used in each Trustpilot review. They wanted to gather specific feedback for each agent to engage, motivate and reward their customer service team.

We were provided with a list of agent names and over 40% of reviews gave the agent a name check. We provided the client with an agent league table, based on review score and a raft of individual feedback for them to share with each agent.

The project proved to be very successful, enabling the agency to provide very powerful feedback from this historic set of review data. In fact, it was so successful that they are now providing an ongoing service to the client for current and future reviews

If you are an agency, working with a third party client on their Trustpilot reviews, get in touch with us here to book a quick demo of DigiDesk’s Trustpilot integration, with real-time monitoring and powerful sentiment & text analytics…

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Categories: Reputation Management, Social Customer Care
Tags: Customer service, Online Review Management, Reputation Management, Trustpilot

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