Case Study: Hermes achieves stronger customer trust and actionable insights with Trustpilot

How Hermes found success using Trustpilot’s Review Insights tool

Hermes, the UK parcel delivery company with a large courier and ParcelShop network, wanted to strengthen its brand reputation and better understand customer feedback. It partnered with Trustpilot and its review platform, including the Review Insights tool, to gather more reviews, build trust, and improve its review strategy across the customer journey.

Trustpilot helped Hermes analyze review trends, sentiment, and service performance, with weekly feedback reports shared across the business. Hermes used these insights to make changes such as updating its contact page and improving app UX, resulting in better customer sentiment, 1.2 million reviews collected, and stronger marketing performance, including lower CPCs and improved campaign results when Trustpilot content was used.

Hermes

Gemma Dunning

Head of Customer Experience