I like the ability to respond to reviews, because many things that customers may take issue with, can be explained in a reasonable and rational manner that typically changes their tune and opinion. It is a fact that often times poor reviews provide an opportunity for us to shine, and demonstrate our dedication towards customer service.
Our business, National Parts Depot (NPD), has always maintained a very high level of customer satisfaction and reputation. Our main challenge is making prospective customers aware of our positive attributes, without appearing boastful or self-promoting. The Trustpilot reviews provide our prospective customers with a vast number of OBJECTIVE accolades that they tend to take far-more-seriously, and to heart, than self-proclaimed marketing claims do. Saying that your company is great is typically met with cynicism. But when your customers say your company is great, that is marketing gold! Secondarily, on the occasion that a poor review is received, it offers us the opportunity to identify and remedy failures in our system or with certain personnel, which is also an invaluable tool for management. And of course, sometimes a bad review comes through because UPS backed over the box, or a customer ordered the wrong items themselves, completely out of our control. You take the bad with the good, but big picture, Trustpilot has been an great asset for us.