Case Study: PetFlow boosts conversions and customer trust with Trustpilot

PetFlow knows their human customers so pets get the best

PetFlow is a New York–based online pet food retailer (auto-ship model) founded in 2010 that operates nationwide in an industry where e‑commerce penetration is under 4%. Facing the need to better understand customers, respond personally to concerns, and boost conversions and ROI, the company sought an independent review platform to surface real customer feedback and enable direct, uncanned responses.

PetFlow implemented Trustpilot and integrated reviews into daily service management, sending 100,000+ review invitations and collecting 8,500+ reviews since December 2011. The program produced an immediate lift in conversions (around a 5% rate), a high TrustScore (9.3), improved Google AdWords performance, and even influenced product decisions—customers’ feedback led PetFlow to invest in stronger packaging rather than cut costs, preserving customer satisfaction and long‑term value.

PetFlow

Joe Speiser

Co-founder