Case Study: BONDS & ME achieves increased customer confidence and voice-of-customer insights with Trustpilot

Bonds use online reviews to maintain a customer focus

Bonds, a century‑old Australian clothing brand with more than 2,500 staff and an average of 10 Bonds items per household, needed a better way to understand and reassure customers in an increasingly online market where opinions often matter more than price. Because clothing is highly personal, Bonds wanted to add transparency to its site and give shoppers the information and confidence they seek before buying.

Bonds integrated Trustpilot—starting with its Automatic Feedback Service and planning API customisations—to scale review collection and showcase ratings on the homepage. Reviews quickly grew and became the primary voice‑of‑customer input for their Experience Optimisation Programme, shaping site changes and processes, boosting buyer confidence and SEO, and informing plans to use custom review tags for deeper segmentation and marketing of their reputation.

BONDS & ME

Ryan Wilson

Head of Bonds Online