Case Study: Golf Experten achieves improved customer experience and higher TrustScore with Trustpilot

How Golf Experten Used Reviews To Improve Their Customer Experience

Golf Experten is a Danish golf marketplace with more than six physical stores, sizeable in‑store sales teams and over 20 years in the market. Wanting to shift to a more customer‑centric strategy, HQ lacked clear visibility into day‑to‑day in‑store customer sentiment, making it hard to identify service issues and target training across branches.

By using Trustpilot’s pre‑tagging to map reviews to specific stores and sales reps, Golf Experten quickly pinpointed problem areas, addressed issues with targeted coaching and stopped negative reviews from the affected branch. They now track TrustScore as a KPI, foster healthy competition between stores, have a 9.4/10 TrustScore, saw improved customer feedback and strong financial performance, and plan to integrate reviews into print and digital marketing and a new webshop to drive further growth.

Golf Experten

Kim D. Jacobsen

eCommerce and Marketing