Case Study: CardsDirect achieves a 9.3 TrustScore and 33k+ reviews with Trustpilot

5 Trust-building tactics any brand can learn from CardsDirect's review strategy

CardsDirect is an online retailer (and parent to 123Print.com and BrookhollowCards.com) that has sold custom greeting cards, corporate holiday cards, and office stationery since 1998. Faced with widespread consumer distrust and the challenge of acquiring and retaining customers across three distinct brands and teams, they needed a scalable way to build credibility, surface customer feedback, and improve the customer experience.

They implemented a Trustpilot-driven review strategy—inviting reviews after delivery, prominently displaying ratings and review widgets across sites and ads (earning Google Seller Ratings), and personally responding to feedback (even with handwritten replies). That approach drove measurable results: 9.3 TrustScore and 33k+ reviews, higher ad click-through and landing-page conversions, product and service improvements informed by review insights, and strong reputation recovery (84% of customers who update a review after a response make it more positive).

CardsDirect

Leah Sanchez

Brand Manager