Case Study: Weldricks Pharmacy achieves a 9.7 TrustScore and customer-service excellence with Trustpilot

How to use reviews to create customer service superstars

Weldricks Pharmacy is a 100% family-owned business operating 61 pharmacies in South Yorkshire with an online store since 1998 and a team of over 600 staff and 80+ pharmacists. Their challenge was to build online credibility and sustain exceptional customer service as they expanded, ensuring potential customers trusted their click-and-collect and delivery promises.

To address this they partnered with Trustpilot in 2013, prominently displaying a TrustScore and customer reviews on their website and in stores, responding to feedback, and using reviews to refine processes and motivate staff. The approach has generated over 8,500 reviews and a 9.7 TrustScore, driven higher conversions and customer confidence, boosted staff morale, and supports ongoing growth and social media development.

Weldricks Pharmacy

Allan Green

Head of Ecommerce