Trustpilot and Delivery Reviews: Boost your customer reputation
In a sector where 96% of consumers link delivery experience to brand loyalty, customer reviews become a major strategic lever. Between Trustpilot which concentrates global reputation and post-delivery review systems that capture emotion in the moment, how do you orchestrate a winning strategy? Discover the methods to transform every successful delivery into positive recommendations.
Perfect Timing: Capturing the Post-Delivery Magic Moment
Imagine: your customer has just received their order. They unpack their package, smile when discovering the intact product, beautifully packaged. It’s now or never! The recency effect plays a crucial role in the quality of customer feedback.
When to Strike at the Right Door?
Optimal windows vary according to your deliveries:
- Daily products: 2 to 6 hours after delivery
- Pleasure/fashion purchases: 24 to 48 hours (unpacking time)
- Technical products: 3 to 7 days (handling required)
The secret? Capitalize on this positive emotion when it’s at its maximum, before routine takes over.
Trustpilot vs Integrated Reviews: The Match of the Century
In the Right Corner: Trustpilot, the Credibility Giant
Trustpilot is the Rolls-Royce of review platforms. Independent, credible, with over 1 billion reviews consulted monthly. Your customers trust it, Google does too (hello SEO!).
Its superpowers:
- Enhanced credibility through independence
- Exceptional SEO visibility
- Native e-commerce integration
- Psychological mass effect
But beware of pitfalls:
- Non-negligible subscription cost
- Less control over the journey
- Delay between solicitation and publication
In the Left Corner: Your In-House Systems, Champions of Immediacy
Rating links integrated into your notifications? Pure efficiency! Up to 40% response rate versus 5-10% for classic solicitations.
Their strengths:
- Immediate feedback to correct quickly
- Total questionnaire customization
- Detailed data by driver/zone
- Complete process control
The Winning Strategy: Playing Both Fields
Why choose when you can have everything? Here’s how to orchestrate a perfect symphony between these two approaches.
Act I: Capturing Hot Emotion
The golden process:
- Ping! Delivery notification with satisfaction link
- Express questionnaire (3-4 questions max, stay focused)
- Stars + free comment for qualitative feedback
- Smart routing according to satisfaction
Act II: Channeling Fans to Trustpilot
For your 4-5 star customers (your new ambassadors):
- Personalized thank you email 24-48h later
- Direct link to your Trustpilot page with pre-written message
- Nice little incentive (loyalty points, promo code)
The idea? Surf on their satisfaction so they share it with the world.
Act III: Transforming the Disappointed into Conquered
For 1-3 star ratings (your future success stories):
- Proactive contact within 4 hours
- Problem resolution before new solicitation
- Personalized follow-up until complete satisfaction
The bet: A well-treated dissatisfied customer often becomes more loyal than a customer never disappointed.
Intelligent Automation: Your Magic Wand
Automatic Triggers: Precision Mechanics
Your TMS can orchestrate all this without human intervention:
Delivery confirmed → Immediate satisfaction link
Positive review received → Trustpilot email D+1
Negative review → Instant customer service alert
Problem resolved → New automatic solicitation
Target Personalization: Speaking to Everyone in Their Language
B2C Individuals: “How was your delivery? 📦” B2B Professionals: “Rate the reliability of our service” Premium customers: “Your opinion on our personalized service matters”
Messages That Rock: Templates That Convert
To Request Feedback After Delivery
“Your delivery has arrived! 🚚 A little feedback would make us very happy and helps us serve you better.”
“Thank you for trusting our service. A few words about your experience? It means a lot to us 🙏”
“We hope everything went well! Tell us what we can improve, or what we did right 😊”
“Delivery complete, but our improvement continues! Your feedback would be precious 💬”
“2 minutes to tell us what you thought? Your feedback is our compass to move forward.”
To Request Public Reviews
“A huge thank you for your feedback! Want to help other customers? A little word here would make all the difference 💛”
“It’s thanks to feedback like yours that we progress. How about sharing your experience publicly? 😊”
“Your satisfaction motivates us every day. A public review would be a real boost to help us get known 🙌”
“Thank you for your trust! If you have 1 minute, a review here would warm the hearts of our entire team ❤️”
“We’re not asking for a novel 😄 but a small public review could enlighten other customers like you.”
KPIs to Monitor: Measure to Progress
Pure Performance
- Response rate to solicitations (target: 30%+)
- Average rating by driver/zone
- Resolution time for problems
- Conversion internal review → Trustpilot
Business Impact
- Correlation delivery rating / repurchase rate
- Evolution of global Trustpilot score
- Reduction in spontaneous complaints
Pitfalls to Avoid: Expensive Mistakes
The Fatal Error: Harassment
Never solicit a customer who has already given their opinion. Nothing more annoying than a brand that doesn’t remember your interactions.
The Costly Error: Ignoring Negative Reviews
A negative review without response? It’s poison for your reputation. 80% of consumers read your responses to judge your customer service.
The Strategic Error: Asking Without Acting
Soliciting reviews without ever acting on feedback? You discourage participation and give a disengaged image.
Good Practices That Make the Difference
Respond to ALL Reviews
Positive and negative. Show that you’re listening, that every customer matters.
Communicate About Your Improvements
“Following your feedback, we have strengthened our tracking service…” Transparency = trust.
Train Your Teams
Your drivers are your first ambassadors. They must understand the impact of their service on your reputation.
Conclusion: Customer Reviews, New Performance Barometer
Delivery reviews are no longer a “nice to have,” it’s a strategic indicator at the same level as your delivery times or costs. In a market where customer experience makes the difference, every successful delivery must become a growth lever.
The ultimate objective? Make your customers your best salespeople. By intelligently orchestrating immediate feedback and Trustpilot reputation, you build a recommendation machine that works 24/7 for your business.
With tools like Everest, this strategy becomes accessible to all transport players, regardless of their size. Automation and personalization allow deploying a professional approach without mobilizing significant resources. Request a demo.
