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 customers were raising through Trustpilot. Using BOOLEAN syntax, we created a range of keyword tables 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 topic.
2. Impact analysis
The 3,000+ reviews spanned two years. The client was aware of several issues that had occurred during this period and wanted to understand the impact of each issue on both the review score and the sentiment score during the situation.
Once again, we could filter to a subset of data around the timing of each specific issue and look for related keywords. From that subset of data, analysing the impact on reviews and sentiment scores (both positive and negative!) was easy.
3. Agent name checks
The client wanted 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 given 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 the review score and a raft of individual feedback for them to share with each agent.
The project proved very successful, enabling the agency to provide effective feedback from this historical review data set. It was so successful that they now offer 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, contact us here to book a quick demo of DigiDesk’s Trustpilot integration, with real-time monitoring and powerful sentiment & text analytics…
