Industry Report
Rise of
the Review
Culture
About this report
How important are online ratings and reviews to you? The Rise of the Review Culture, a new study by Brightpearl and Trustpilot, explores why the burgeoning review culture is having a growing financial and reputational impact on retailers and brands as today’s online consumer becomes more vocal and unforgiving - but also much more reliant on ratings and reviews, to support their decision making.
Our study provides vital insight into the steps businesses must take to get a grip on their online reputation and succeed in the growing review economy. If online reviews and ratings are a factor for your business, then download the report now.
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Customer stories
Electrical DIY retailer
Love Shopping Direct
- 10,000 products stocked
- Twice as fast at processing orders
- 56 hours saved every month
"We’re now flooded with 5* Trustpilot reviews, most of which quote ‘fantastic, ‘great’ or ‘excellent’ customer service. With Brightpearl, we don’t just meet our customer delivery expectations, we’re now exceeding them, with an experience that both surprises and delights our shoppers. It has become a key competitive differentiator for our brand." — Andy Lockley, Head of Ecommerce, Love Shopping Direct
Tool brand
Mad4Tools
- 30,000 products stocked
- 90% reduction in picking errors
- Excellent Trustpilot rating
"We win business because of our positive feedback and high ratings and we retain business because of the experience we provide - from meeting fulfillment expectations, to orders being delivered as expected. Brightpearl supports this by making our operations as slick and automated as possible.” — Paul Swain, Director, Mad4Tools.com
Loungewear brand
Malabar Bay
- 80% of orders are shipped the same day
- 10% reduction in errors
- 100% satisfied customers
- 1 in 5 customers return to buy within 6 months
“Stockouts and delays frustrate customers immensely and leave a bad taste in their mouth. Fortunately, that’s no longer a problem for us. We now have real-time visibility over our entire inventory, which is so beneficial for delivering seamless shopping experiences. We can also identify issues and, more importantly, resolve them quickly. We reduced our 12% error rate to 2% within two years - Brightpearl made that possible.” — Lalan Shrikam, Founder, Malabar Bay
