Case Study: Intoxalock achieves real-time customer feedback and improved service with Trustpilot

Intoxalock Uses Trustpilot to Stay True to Its Customer Service Mission

Intoxalock, a provider of vehicle ignition interlock devices that help ensure sober driving, was struggling in 2013 with stretched support resources, long call wait times and a brand identity crisis while serving customers who are often stressed or embarrassed by their situation. The company wanted an authentic, neutral way to measure customer experience and surface service issues instead of relying only on sporadic positive feedback.

Intoxalock implemented Trustpilot in 2014, asking every customer to rate their experience and integrating a live TrustScore and review feed on its homepage. The program delivered real‑time feedback that motivated employees, enabled the company to recognize top service advocates, exposed pain points for product and policy improvements, and helped improve the installation process and overall customer perception.

Intoxalock

Jeff Lichtman

Chief Marketing Officer