Powerful Insight From Trustpilot Reviews
Working With Agencies To Draw Powerful Insight From Trustpilot Reviews
The end client had three main objectives from this work:
1. Key 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.
1. Key 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.
2. Impact Analysis
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
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