Customer story

Trustpilot helps Groupon give its customers the best possible deal

Problem

When Groupon measured their Customer Satisfaction Score (CSAT) they found a healthy and positive result – but this wasn't reflected in their online reputation.

Solution

Groupon decided to prioritise building trust and collecting more customer feedback with Trustpilot.


Result

Groupon managed to improve their TrustScore from hovering around a 1-star rating to a 4.1 rating in the UK, by putting more of a focus on automating review collection and responding to negative reviews.

A global reputation

Everyone knows if you want to find a good deal online, you go to Groupon. From one-of-a-kind experiences to staycations and beauty treatments, there's something for just about everyone. Founded in 2008, Groupon now has 17 million active* customers across 13 markets, making it the go-to deals site worldwide.

For a marketplace of this size, where customers interact with individual merchants, a seamless user experience is essential.

eCommerce is a fast-moving and ever-evolving industry, and with over 500,000 customer support tickets and 50,000 merchant operations support tickets monthly, Groupon knew it needed a solution to stay agile and capture customer feedback.

While Groupon measured their Customer Satisfaction Score (CSAT) internally with a healthy and positive result – this wasn’t reflected on their Trustpilot profile or TrustScore. Externally, their brand wasn’t matching the reputation or results of the CSAT or what they knew they could achieve. Therefore, Groupon set a goal of prioritising customer reviews to build its brand reputation.

“Making sure that everyone in the business is aware of the pain points and making sure the satisfaction metric is as important as the finance results in the business is key. If you don’t have one, you don’t have the other.”

Adam Lindsey, Senior Director of Operations at Groupon



13K

Views on their UK Trustpilot profile page.

4.1

Great TrustScore.

16K+

Reviews on Trustpilot.

A culture of customer feedback and service

With customer feedback and insights embedded in the company culture, a monthly Voice of the Customer and Voice of the Merchant newsletter highlighted the latest CSAT results and key insights for all teams to be aware of.

With this mindset, they turned their attention to building the best reputation externally across the key markets. Groupon decided to prioritise Trustpilot along with the satisfaction survey to build a well-rounded brand based on customer feedback.

Reviews helped Groupon boost its brand reputation and customer experience. Get a free demo with our experts on how to use trust to improve your business.