Case Study: Agos boosts customer trust and satisfaction with Trustpilot

How customer insights and online reviews helped Agos meet customers’ needs

Agos is a leading Italian consumer finance company with over 30 years in the market, 9 million customers and a broad offer of loans, cards and insurance. Facing low public trust in financial institutions, Agos needed a way to measure customer satisfaction, promote transparency and strengthen long-term, customer-centric relationships across its national branch network.

Agos partnered with Trustpilot to collect and showcase reviews, adding TrustBox widgets, personalized invitation emails and a pre-tagging system that automates review categorization and routing. The setup drives rapid, branch-level responses to negative reviews, enables targeted marketing and local review displays, and delivers actionable insights via dashboards—helping Agos achieve an outstanding TrustScore (8.9 from 26,000+ reviews), speed up issue resolution, improve processes and boost customer trust and acquisition.

Agos

Guido Rindi

Chief Marketing Officer