Case Study: Pharmacy2U builds patient trust and boosts conversions with Trustpilot

How Pharmacy2U uses reviews to build trust with their patients

Pharmacy2U, the UK’s largest online pharmacy, needed to build trust with patients managing NHS repeat prescriptions and show its credibility to new visitors. It used Trustpilot reviews and ratings to provide reassurance across the patient journey, while also helping teams understand customer sentiment and improve the service.

With Trustpilot, Pharmacy2U showcased an “Excellent” rating and TrustScore of 9.4/10, supported by over 95,584 reviews, on its homepage, emails, letters, social channels, and other communications. Trustpilot feedback helped simplify the ordering journey, increase order conversion, and drive a 10–15% lift in new customer conversion, while also identifying awareness gaps that informed successful campaigns.

Pharmacy2U

Ollie Walker

CRM and Brand Manager