Case Study: HomeBridge achieves stronger customer trust and increased organic traffic with Trustpilot

How HomeBridge establishes customer satisfaction as a key differentiator

HomeBridge, a national mortgage lender aiming to be the most highly recommended in the country, needed a way to turn customer satisfaction into a credible marketing differentiator. With low brand recognition and internal testimonials that could appear selective or biased, the company sought authentic, third‑party reviews to build trust, boost organic search visibility, and streamline customer service.

HomeBridge partnered with Trustpilot, integrating its API with Mailchimp to solicit reviews (raising response rates to 22.5%) and embedding TrustBox widgets and a dedicated reviews page to surface verified feedback. The effort raised HomeBridge’s TrustScore from 3.1 to 4.1, drove 95.77% more organic search traffic to their reviews page, and—through Zendesk integration and per‑loan‑officer tracking—improved service recovery, employee recognition, and overall online reputation.

HomeBridge

Ben Chapman

Director of Client-Facing Experience and Analytics