From reviews to ROI: Prestiter's success with Trustpilot
Challenge
Building trust in a financial market that requires transparency and sensitivity was a crucial challenge to reassure potential customers.
Solution
Prestiter adopted Trustpilot to create an authentic and transparent channel for collecting reviews, integrating social proof and customer feedback into all communication and public relations activities.
Results
Improved conversion rates, a strengthening of reputation and a virtuous flow of continuous improvement, transforming customer trust into a measurable growth engine.
Supporting Prestiter's mission for tailor-made financial solutions
Prestiter is an Italian company specializing in loans for employees and pensioners with salary-backed loans, accompanying people in the important moments of their lives. Founded in 1998, the company is founded on the combination of entrepreneurial skills and solid values to contribute to people's financial well-being. It stands out for its dedicated and human consultancy and an organizational model that combines efficiency, innovation and care for people. Prestiter believes in the value of listening, continuous training and financial culture, obtaining awards such as the Best Workplaces™ Italia for four consecutive years and important certifications such as the Legality Rating and the UNI ISO 37001 Anti-Corruption Certification.
+7%
in year-over-year CTR rates since widgets were placed in social media ad campaigns.
+ 9%
in year-over-year conversion rates since widgets were placed on landing pages.
+ 6%
in year-over-year conversion rates since widgets were inserted into emails.
"Trustpilot is a strategic partner for us. It allows us to listen to the voice of our customers, to measure perceived quality in real time and to publicly value the daily commitment of our team. By continuing to work together, we aim to: consolidate the reputation of time, increase the trust of new users, stimulate continuous internal improvement and communicate in an even more authentic, humane way. Because our goal, today and tomorrow, is to remain true to our motto: Always Better."
“We have carefully customized our company profile on Trustpilot, transforming it into a complete and authoritative institutional showcase. It is not just a profile: it is a certified trusted page, which often represents the first contact between a potential customer and our reality. The traffic generated by the Trustpilot profile shows excellent signs of quality: a good average dwell time, a high click-through rate to the official website and a positive impact on brand perception. Tout contributes in a concrete way to our communication and reputation strategy.”
Trustpilot to support acquisition and retargeting at the top of the funnel
Prestiter strategically integrated Trustpilot throughout its customer journey, leveraging star ratings and reviews to build trust, improve visibility, and optimize conversion rates. At the top stage of the marketing funnel, Trustpilot's star ratings are used to increase the visibility and appeal of social media campaigns. This approach gives Prestiter a tangible advantage, both in new customer acquisition activities and in retargeting strategies.
The analysis shows an improvement in performance, with a +7% year-over-year increase in CTR and a +9% year-over-year increase in conversion rate on pages that integrate Trustpilot, compared to those that don't. Trustpilot's asset generator proved to be a practical and useful tool, allowing Prestiter to easily create eye-catching visual content, helping to create ads that, by leveraging the platform's authority and social proof, inspire trust from the first contact.
Trustpilot in the mid and low funnel: trust and conversion on the site and in email campaigns
Moving down the funnel, Trustpilot reviews become a strategic tool on the Prestiter website and landing pages.
Integrating prominently displayed widgets allows you to highlight customer testimonials, which can significantly help build trust and increase conversion rates. Since widgets were rolled out to landing pages, there has been an increase in 9% in year-over-year conversion rates. The Widget Flex feature gave Prestiter the ability to easily customize the widgets, choosing size, color, and trust signals, ensuring perfect alignment with the brand's style on all pages of the site. Trustpilot widgets have been strategically placed: on the review page, in the footer of all pages, and on targeted landing pages within the customer acquisition flow. The goal is to provide immediate, transparent, and authoritative social proof at the key points where the user is making decisions. In addition, reviews were incorporated into email campaigns to further strengthen brand trust and credibility. Having reviews or visual references to the TrustScore has been shown to increase the overall effectiveness of messages, helping to strengthen relationships with existing customers and build trust with new contacts. There has been a 6% year-over-year conversion rate since widgets were inserted into emails. The interest of users in reading the experiences of those who have already chosen Prestiter makes Trustpilot a strategic ally not only for conversion rates, but also for improving the user experience and consolidating the company's reputation.
Partnering with Trustpilot: a key step
At Prestiter, Trustpilot is recognized as a strategic analytical tool used at the organizational level for continuous improvement and to build trust with customers. This approach allows different teams to collaborate on the use of data. The Statistics section of Trustpilot's business account is in fact used in depth, with constant monitoring of crucial metrics such as the number and origin of reviews, the evolution of the TrustScore and the distribution of star ratings. This detailed view allows teams to analyze review content to identify recurring themes, enhancing areas of excellence and improving pain points.
In particular, Prestiter's Customer Care places great emphasis on response times and rates, considering them a fundamental internal KPI, demonstrating the centrality of customer care. The SEO data provided by the platform is extremely useful for the digital team, allowing them to understand the organic visibility of reviews and to refine their online actions. User feedback and statistical data collected serve as a "compass" to guide Prestiter's operational and commercial choices, contributing to the motto "Always Best" and to a constant measurement of real customer satisfaction.