Case Study: Priory Direct boosts customer retention and conversions with Trustpilot

How to Replicate Priory Direct’s Retention Rate With Online Reviews

Priory Direct is a UK and European leader in e-commerce labels and packaging with 28 staff serving 29,000 customers. Facing a fast-paced, highly competitive market and a company goal of keeping customers for life, Priory needed a way to verify its service claims, react quickly to feedback, and protect customer retention—even though leadership was initially wary of negative reviews.

Priory adopted Trustpilot’s automatic review invitations, TrustScore visibility in marketing and on Google, and TrustBoxes across the site, and committed to responding to feedback. The result: a measurable reputation boost—14% higher click-through rates, a 2.5% uplift in conversions, longer customer lifecycles, and improved team morale and engagement.

Priory Direct

Josh Pitman

Marketing Manager