Case Study: LoveBook builds customer trust and improves product experience with Trustpilot

LoveBook reveals how review insights bring them closer to their customers

LoveBook creates fully personalized hardcover books for emotional, gift‑giving occasions, so convincing cautious shoppers requires strong third‑party validation. Lacking a large body of reviews, the team needed visible social proof to build trust for high‑stakes purchases and better understand customer sentiment.

They adopted Trustpilot and Review Insights to surface ratings in search results and analyze review content. The results: 32,172 reviews, a TrustScore of 9.5 with 89% five‑star ratings, and a 33% jump in sentiment for a new book‑building feature (from 67 to 89 in two weeks). Review insights also inspired a “Simply Love” program and ongoing product and CX improvements that strengthened customer confidence and loyalty.

LoveBook

Chris Sonjeow

CMO