Pension Access’ Trustpilot strategy

The challenge

Following a rebrand, I noticed our Trustpilot scores were, frankly, awful. I brought this to my manager and insisted on steering the project towards improving it.

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The problem

We had good reviews on another platform, so stakeholders didn’t want to dedicate time to Trustpilot. I had to engage key stakeholders and deliver a strategy that considered limited budget and resources.

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The solution

In a meeting with senior management, I presented my thorough analysis and solutions. I identified a serious problem, with evidence, and proposed we utilise our web agents to ask for reviews over the phone.

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The outcome

Stakeholders loved the proposal, and we began implementing our solution. Within three weeks we achieved a 37% increase in our Trustpilot score.