Asking happy customers for reviews too
Vimla’s Trustpilot rating didn’t match how most customers felt. I built the integration that fixed who got asked.
- 2.3 → 3.9
- TrustScore within a year
The challenge
Vimla’s rating stood at 2.3 out of 5. It was shaped by unhappy customers who went looking for somewhere to complain. Happy customers were never asked. For anyone thinking of signing up, Vimla looked worse than it was.
What I did
Personal review links
Marketing decided who to invite and when. I owned the contact with Trustpilot and built the tool that creates each customer’s personal review link.
One review per customer
Every link carries the customer’s account ID as Trustpilot’s reference, which Trustpilot treats as unique. A customer can’t review twice, even if a new link is created. The link data is encrypted and signed, so it can’t be read or changed on the way.
Knowing who said what
Each review is tagged with the customer’s subscription type and data plan, and whether a friend referred them. Vimla can then compare how different groups experience the product and see where it needs improving.
Safe to run again
I also made it possible to create links for many customers at once. The tool asks for confirmation before anything goes live and skips anyone who already has a link, so a run can be repeated safely and no one is invited twice.
The outcome
The integration helped lift Vimla’s Trustpilot rating from 2.3 to 3.9 within a year.
