Fivestars Marketing - Bewertungen & Reputation Management

Background What does your company do and what is your area of responsibility?

I am the owner and managing director of a medium-sized e-commerce company. We sell high-quality consumer goods directly via our own online store. In my role, I am responsible for strategic marketing and brand perception, among other things. As we depend heavily on the trust of our new customers, our online presence is vital to our survival.

Challenge What were the project goals?

Our biggest construction site was our reputation on the common review platforms. We had a lot of satisfied customers, but as is often the case in e-commerce, satisfied customers rarely write a review on their own. A few unjustified negative entries on Trustpilot and Trusted Shops dragged our average down unnecessarily, which was immediately noticeable in the conversion rate at checkout. The goal was clear: to professionally optimize the profiles, sharpen the branding and re-establish an authentic, positive image of our service.

Solution Why did you select this service provider over others?

I looked at various providers, but Fivestars Marketing Bewertungen & Reputation Management simply made the most competent impression in the initial meeting. While others often just throw around standard phrases, here they immediately addressed our specific situation.

Please describe the provider's project approach.

The approach was very structured: First an audit of existing profiles, then a targeted strategy to optimize and build a credible and maximally authentic reputation.

How many project team members were involved? What roles did they have in the project?

Two people were involved in the project on the FiveStars Marketing side: A senior project manager as my direct contact and a specialist for operational reputation management. This made the paths short and the implementation extremely fast.

Results What were the measurable outcomes from the project that demonstrate progress or success?

The results have actually exceeded my expectations, especially in terms of speed. Within less than a month, our Trustpilot score has improved noticeably. Our Trusted Shops profile now also looks much more reputable and reflects actual customer satisfaction. The campaign has directly led to a return of user trust - we notice this one-to-one in the rising sales figures.

Did they deliver on time? How did they respond to your needs?

Everything was delivered on time, sometimes even faster than agreed and I received weekly status updates, a list before the start of the campaign with all the names of the expected reviewers. After completion, I also received information with all the days and dates on which someone published something, with their name, synonym and the corresponding review text. I also received an offer for a follow-up campaign. I liked Fivestars Marketing so much that it won't be long before I'm ready to buy real reviews again.

What impressed you the most about the collaboration?

What impressed me the most was the proactive communication. I never had to ask what the status of things was - I was picked up regularly. And: that it was actually delivered. Even when something was deleted by the platform, Fivestars Marketing replaced the removed reviews completely automatically and free of charge.

What areas can the service provider improve upon?

Room for improvement: To be honest, there is hardly anything to complain about. If I had to name something, then perhaps an even more in-depth analysis report at the end, although the bare figures on the portals actually speak for themselves.