Case Study: Lola’s Cupcakes sweetens customer experience and builds trust with Trustpilot

Lola’s Cupcakes use reviews to sweeten their customer experience

Lola’s Cupcakes is a London bakery that hand-crafts cakes for birthdays, weddings and events. As they expanded their delivery service, they needed to ensure on-time delivery, easy ordering and reliable customer service—and to gain insight into the parts of the customer experience that happen after a sale, beyond the store.

They adopted Trustpilot, sending review invitations only to verified customers to capture real post-purchase feedback. This revealed day-to-day trends and issues, engaged both HQ and store staff with customer insights, and produced testimonials that build trust with new and returning customers while guiding service improvements.

Lola’s Cupcakes

Phoebe Ellis-Rees

Online Content Manager