Du Bruit dans la Cuisine
● What we did
Du Bruit dans la Cuisine: from 2.4 to 4.9★ on Trustpilot in 3 months
A 2.4★ Trustpilot rating was blocking €1,500 baskets. Customers preferred visiting a physical store rather than risking an online purchase. In 3 months with Review Collect: 4.9★, +35% average basket, +62% premium sales.
2.4→4.9★
on Trustpilot
+35%
average basket
3 months
to get there
The situation: a 2.4★ rating was costing €1,500 baskets
Du Bruit dans la Cuisine sells premium kitchen utensils and equipment. In-store, the team's welcome and expertise reassured customers immediately. Online, a 2.4★ Trustpilot rating told a very different story.
For a €1,500 or €2,000 basket, customers needed proof of reliability before buying. Without recent, positive reviews, doubts crept in: is this a real site? Will the delivery actually arrive? Is there real after-sales support? Many preferred visiting a physical store rather than taking a risk online.
No structured collection process. Positive reviews stayed in customers' heads. Negative ones ended up on Trustpilot. The 2.4★ rating did not reflect the actual quality of service: it reflected a selection bias.
“The fact of having a very good Trustpilot rating [...] people who were hesitant to place large orders started doing so, saying: 'I will receive my product, and if there is a problem I can return it because the reviews are good'.”
The solution: engage the teams and activate digital word of mouth
Review Collect set up a multi-channel collection sequence (WhatsApp, SMS and email), triggered automatically after each delivery and after each store visit.
Two options in the message: leave a review on Trustpilot, or contact customer support if the experience was not perfect. Satisfied customers publish. Those who flag an issue get a quick response. The customer always keeps the final choice of whether to publish.
To engage in-store teams, a monthly challenge was introduced: the three stores that collected the most reviews each month receive rewards. Every sales associate naturally becomes a customer satisfaction ambassador. Collection no longer depends on goodwill: it is built into the team culture.
“We set up a challenge between the stores: every month the three stores that collected the most reviews get a little gift [...] and it motivates them because they see the difference too.”
Du Bruit dans la Cuisine Testimonial - Review Collect
● Results
From 2.4 to 4.9★ in 3 months. €2,000 baskets placed online.
The Trustpilot rating went from 2.4 to 4.9★ in 3 months. The impact goes beyond reputation: it is directly visible in sales and buyer behaviour.
“It is genuinely our word of mouth and we saw it on the site: people are much more reassured when they trust the site, when delivery was fast, when it is not a fake site.”
“When you have customers who are willing to spend €1,500, €2,000 on our site, to place that level of order, it is because they trust us. And they trust us because they saw the reviews.”
“The difference is: OK, the Du Bruit dans la Cuisine store is better rated, I can see reviews saying ‘great welcome, great advice’. Why would I go elsewhere? They are recommended to me, why would I make things complicated.”
2.4→4.9★
on Trustpilot
+35%
average basket
+62%
premium sales
3 months
to get there
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