Turning customer satisfaction into stronger Trustpilot performance

Client: Danløn Work: Strategy, Marketing Automation

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Danløn wanted its Trustpilot presence to better reflect the high level of customer satisfaction experienced in everyday customer support. Together with NexusOne, an automated and scalable review flow was created to encourage authentic customer feedback.

Trustpilot logo featuring a green star and black text
Trustpilot logo featuring a green star and black text

Challenge

Danløn experienced that its Trustpilot rating did not reflect the high level of customer satisfaction seen in everyday support interactions. Like many companies, only a small portion of satisfied customers actively left reviews, creating an unbalanced public perception online.

The goal was to generate more authentic customer reviews and create a stronger alignment between real customer experiences and Danløn’s public Trustpilot presence, without influencing feedback positively or negatively.

Solution

Together with NexusOne, Danløn implemented an automated review flow through the Agillic marketing automation platform. Newsletter subscribers were invited to review their payroll solution on Trustpilot through a simple, well-timed communication flow.

At the same time, Danløn established an internal process ensuring that all reviews received a response, thanking satisfied customers and following up constructively on less positive experiences.

The setup was designed to become a scalable part of Danløn’s customer journey, with onboarding and follow-up flows continuously encouraging users to provide feedback over time.

Result

The initiative significantly increased the number of Trustpilot reviews and improved Danløn’s overall Trustpilot score from 3.6 to 4.6, strengthening credibility and online visibility.

The automated setup also created long-term value by supporting SEM performance and ensuring a continuous flow of authentic customer feedback. Today, Trustpilot invitations are an integrated part of Danløn’s digital customer communication strategy.

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Let's talk
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Nina Hørlyk Langkilde
CCO & Partner

nina@nexusone.dk
+45 53 60 34 00

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Villy Gravengaard
CEO & Partner

villy@nexusone.dk
+45 20 85 93 90

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Jonas Brock
CTO, Partner

jonas@nexusone.dk
+45 51 39 30 50