Customer story
How A.C. Wilgar grew customer confidence and search rankings with Trustpilot reviews
Problem
The company needed to solidify its level of trustworthiness because customers often entrusted engineers with keys to their homes, enabling the team to carry out the required work. Trust was imperative.
Solution
A.C. Wilgar began using Trustpilot to capture valuable customer reviews and build up trust. They quickly recognised the benefits of widgets and email invites, prompting reviews after each completed job.
Result
A.C. Wilgar shines with a 4.9 TrustScore, way above the industry standard of 4.1 and 94% 5-star reviews (converting invitations at double the industry rate of 18%). They reply to all reviews and see a massive 59% CTR for "A.C. Wilgar reviews" searches compared to just 10% for their name alone.
About A.C. Wilgar
A.C. Wilgar is a UK specialist domestic heating and plumbing company established in 1985 by Billy Wilgar, the current CEO. Their customers turn to them when a boiler breaks or an emergency plumbing issue crops up. A.C. Wilgar’s much-needed services and consistent performance over the years have led to their nationally ranked title of “Domestic Installer of the Year” six times since 1998.
“Without Trustpilot, we would be stepping backwards; it is an innovative tool with built-in customer trust based on its ethical way of monitoring and verifying all reviews.”
Billy Wilgar
CEO & Founder
31%
Invitation conversion rate: A.C. Wilgar boasts a conversion rate nearly doubling the industry standard, demonstrating its success in turning satisfied customers into reviewers.
94%
5-star reviews: A staggering 94% of A.C. Wilgar's reviews are 5-star, highlighting their dedication to customer satisfaction.
59%
CTR for "A.C. Wilgar Reviews": Searches for "A.C. Wilgar Reviews" generate a nearly six times higher click-through rate than searches for just their company name.
Supercharging their review collection strategy with Trustpilot
The team at A.C. Wilgar quickly expanded into a paid plan with Trustpilot after recognizing the power of Trustpilot TrustBox widgets. These widgets appeared prolifically on their website homepage, featuring their Excellent 4.9 TrustScore. This led to 48K TrustBoxes impressions over a year.
Not shy to innovation, they soon took it further by creating a unique QR code accessible through their in-house app. Engineers simply asked customers to scan the code at the end of the service, allowing for immediate feedback.
Thanks to the QR code method and email outreach with Trustpilot’s Automatic Feedback Service, A.C. Wilgar grew to the top 24% of businesses receiving reviews weekly and achieved a 31% email invitation conversion rate.
“Our website, our email at the end of every job, and our own in-house iOS App have been our biggest successes in gaining reviews on Trustpilot,” notes Billy.
Optimize email marketing and create a winning value proposition
Dashlane’s standard password manager is free so that everyone can enjoy the simple and secure solution. They also offer a premium version allowing users to sync across all devices and automatically back-up passwords. Getting free users to realize the value of their premium offering and upgrade is critical to their business.
Given this, Dashlane focused on creating a highly optimized email campaign, driving tons of upgrades. Yet they found they could improve performance even further by adding Trustpilot reviews. This additional 1% in click-through-rate is substantial given its already high performance.
It’s easy to see how a company with bad reviews can use customer feedback to improve their business, but what about a company with a near perfect rating? For Dashlane, the opportunity is clear: it’s an invaluable resource for learning the language their customers use to describe their offering and how they benefit from it.
The future is heating up
A.C. Wilgar created a custom and multi-faceted approach to building trust by strategically integrating Trustpilot into multiple channels across their business.
Their website features Trustpilot TrustBox widgets displayed front and centre. Automated emails after each job encourage customers to leave reviews, maintaining a consistent feedback loop. Taking it a step ahead into the future, the company’s in-house iOS app provides convenience and flexibility for both customers and engineers on the go.
Finally, while online bases are covered, their offline presence also sees significant Trustpilot traction, with the Trustpilot logo showcased on company vans and TV advertisements like this one.
What’s next? According to Billy, an email campaign is on the horizon, “and we will undoubtedly highlight our Trustpilot star rating at the forefront of the campaign's homepage.”
