Customer Success Story

Review Aggregation Drives Foot Traffic for Timpson Group

Trustist aggregates Timpson Group's customer reviews, giving their business a clear visible online reputation and helping to increase footfall.

Background - The Timpson Group

Timpson Group was founded in 1903, with the group now being made up of Timpson, Timpson Locksmiths, Max Spielmann, Snappy Snaps, Johnsons The Cleaners, Jeeves of Belgravia, Barbershop by Timpson and Columbine Dry Cleaners.

The Problem - Online Reputation

The primary method of review collection for Timpson Group prior to working with Trustist was a paper-based system called Mystery Shopper, which worked really well for a long time. However, it soon became clear that the process of collecting customer reviews needed to be streamlined.

Timpson Group were also using Trustpilot to collect reviews for over 6 years, and they still use the platform for their brand level review collection. One issue they found was that using an open platform such as Trustpilot meant that anybody could leave a review even if they were not a verified client.

The Solution - Increase Footfall

Trustist is a closed platform meaning that only real, verified customers are asked for a review, and this facility is not publicly available to users who have not had any interaction at all with the business.

Timpson Group collected 15,837 reviews through Trustist over 16 months, 96.4% of those reviews are positive and they are all local reviews helping with local SEO.

This increase in positive reviews was also helped by the new, easy methods of review collection provided within Timpson Group’s Trustist accounts. This included a white-label review source allowing them to efficiently collect their own branded reviews in replacement of the old mystery shopper method, and in-store QR codes that customers could scan to quickly leave a review immediately after receiving the service.

James Timpson, Chief Executive of Timpson Group, noted that the QR codes provided an easy way for customers to leave their reviews, which doubled the amount of reviews they were receiving shortly after they were introduced.

You can see all of the customer reviews Timpson Group have collected on their website!

Trustist provide the Timpson Group with a superb reviews platform that gives us so many benefits from insights to help improve our customer service through to improved SEO and increased footfall. Highly recommend.​

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