Case Study: Register.it rebuilds customer trust and converts 80% of negative reviews into positives with Trustpilot

How Register.it built consumer trust by leveraging negative reviews

Register.it, part of the REGISTER group that manages over 2.5 million domains and serves more than 900,000 professionals and SMEs across Europe, places customers at the center of its business with fast, high-touch support. Facing the reputational risk of negative Trustpilot reviews, the company recognized that timely, visible responses are expected by consumers and can actually increase trust when handled well.

Register.it implemented a rapid, cross-team workflow: Marketing verifies the case, Sales and Support review touchpoints, and second-level technical teams resolve product issues. In a highlighted case, agents intervened directly to fix a customer’s problem and the reviewer updated their feedback; overall, about 80% of dissatisfied customers revised negative reviews to positive ones, restoring trust and driving repeat purchases.

Register.it

Silvia Mazzanti

Marketing Manager